Content Writer

Dsi Systems - Richardson, TX

Full-time - Entry Level

Richardson, TX

Wholesale Trade Agents and Brokers

About the position

The Content Writer position at DSI involves creating and maintaining instructional content for the AT&T call center knowledge base. This role requires a detail-oriented individual with strong writing skills and a background in call center operations to enhance the customer experience through clear and engaging content.

Responsibilities

• Assist in the creation, updating, and maintenance of step-based articles that are actionable and easy to read.
• Ensure process-based articles clearly outline procedures for call center agents during live customer calls.
• Write clear and concise material tailored for non-technical, offshore agents.
• Collaborate with the Knowledge Base Supervisor and Call Center Trainers to ensure accuracy and enhance usability of materials.
• Perform timely edits to knowledge base articles to maintain resolution efficiency.
• Develop and distribute weekly communications to inform stakeholders of updates to the knowledge base.
• Conduct weekly backups to ensure updated articles are accessible in the Learning Management System (LMS).
• Perform calibration calls with management and QA to understand user interactions with articles and identify efficiency opportunities.
• Gain insights from weekly calls to adjust content with the end-user in mind.
• Administer the knowledge base software, managing user profiles and optimizing content for user understanding.

Requirements

• Clear, dynamic, and precise communication skills with all levels of employees.
• Experience with Knowledge Management systems, with Help Juice experience being highly desirable.
• Call center experience is highly desirable.
• Ability to create and deliver clear and precisely written processes with accuracy.
• Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word, Outlook) and web conferencing tools (e.g., MS Teams, Zoom).
• Experience with LMS and cloud storage services.
• Knowledge of HTML 5, CSS3, JavaScript, and Liquid is highly desirable but not required.
• Bachelor's degree in a related field (Communications, English, Business, or Marketing) is required.

Nice-to-haves

• Spanish Bilingual is a plus but not required.

Benefits

• Paid Vacation and Sick Time
• Medical, Dental & Life insurance available on the first day of the month following employment
• 401k Plan with employer matching
• Employee Profit Sharing Program
• Ongoing training and development
• 50% AT&T wireless discount
• Potential for career growth with a preference to promote from within.