Yoh Services - Ridgefield Park, NJ
posted 3 months ago
The Technical Writer position is focused on creating and managing content related to customer service operations, specifically for agents who interact with customers. This role requires a strong background in writing scripts and workflows that guide customer service agents in handling various customer inquiries, including FAQs and troubleshooting steps. The ideal candidate will have previous experience with Zendesk and customer service CRMs, as well as the ability to create logic and decision tree workflows that help agents navigate customer issues effectively. In this role, the Technical Writer will be responsible for documenting policy changes and writing detailed processes related to orders, refunds, and returns within the eCommerce sector. The position is not product-focused but rather centers on the operational aspects of customer service. A solid understanding of logistics is beneficial, as the writer will need to create diagrams and workflows that illustrate customer problems, delivery paths, and possible outcomes based on established policies. The Technical Writer will work within a provided framework architecture to ensure that articles and documentation are presented clearly and effectively. Proficiency in MS Office Suite is required, and familiarity with other SaaS tools such as Adobe, JavaScript, and Sprinklr is advantageous. The role involves responding to requests from agents, updating outdated writing, and collaborating with stakeholders to ensure that processes are accurate and compliant with legal standards, including copyright and data protection. The ability to distill complex information into easily understandable content is crucial, as is the capacity to manage rapid requests and public information updates.