Technology and Operations Support Writer (Digital Customer Product/Content) Hybrid

$93,600 - $104,000/Yr

INSPYR Solutions - Seattle, WA

Full-time - Mid Level

Seattle, WA

Administrative and Support Services

About the position

The Technology and Operations Support Writer (Digital Customer Product/Content) position is a hybrid role based in Seattle, NY, or Atlanta, focusing on creating and optimizing support content for streaming products. The ideal candidate will be responsible for researching and writing content that addresses common customer questions and resolves issues related to various digital products. This role requires a strong understanding of technology and a knack for simplifying complex tasks into clear, conversational content that enhances the customer experience. The writer will collaborate with a fast-paced team and the CX Strategy & Operations team to identify common support issues and develop content that effectively addresses these challenges. In this role, you will be tasked with writing support content for new devices, software updates, promotions, partnerships, and shows/movies. You will leverage data sources to provide data-driven analysis and recommendations, ensuring that the content continuously improves the customer experience. The position also involves iterating, testing, and optimizing content to uncover the most effective approaches for customer engagement. Attention to detail is crucial, as is the ability to work autonomously while balancing multiple projects in a deadline-driven environment. The successful candidate will possess excellent interpersonal and communication skills, a customer-centric mindset, and a passion for creating a best-in-class customer experience. This role is expected to last for over four months, with the potential for full-time employment conversion.

Responsibilities

• Research and write content for streaming products and support help content.
• Create content that answers common customer questions and solves customer problems.
• Write content to support new devices, software updates, promotions, partnerships, shows/movies, and more.
• Partner with the CX Strategy & Operations team to understand common support issues and address them in content.
• Leverage data sources to provide data-driven analysis and content recommendations.
• Iterate, test, and optimize content to uncover the most successful approaches.

Requirements

• Experience writing content for a consumer product.
• Support content background.
• Software-related content experience.
• Support streaming content experience.
• Self-service content experience (e.g., chatbot support assistance).
• Ability to translate complicated tasks into clear and easy-to-understand steps.
• Self-starter and creative problem solver, with the ability to write content quickly.
• Passionate about building and cultivating a best-in-class customer experience.
• Excellent interpersonal and communication skills (written and oral).
• Possess a customer-centric point of view.
• Highly organized and detail-oriented; able to balance multiple projects in a fast-paced, deadline-driven environment.
• Able to work autonomously with direction and mentorship.

Nice-to-haves

• Content support experience (e.g., Hulu, Xbox for other streaming platform-based service applications).
• External digital product experience.
• Streaming service experience.
• Experience supporting a worldwide product.
• Product support experience (e.g., Apple, Uber, or enterprise customer support).
• Writing chatbot experience.
• UX writer.