Technical Writer & Knowledge Base Manager

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Job description

Are you a detail-oriented individual with a call center background and a knack for crafting clear, engaging content? DSI, a growing Dallas-based sales enablement and custom business solutions company, founded in 1984 and family-owned, has an immediate career opportunity for a motivated individual to join us as a Content Writer for our AT&T call center knowledge base. In this role, you will leverage your precision writing skills (required) and call center experience (preferred) to create instructional content that supports our teams and enhances the customer experience.

THIS IS AN IN-OFFICE POSITION THAT WILL REPORT TO OUR RICHARDSON, TEXAS OFFICE.

Essential Functions

To perform this job successfully, an individual must be able to excel at each essential function, which includes, but is not limited to:

Assist in the creation, updating, and maintenance of clearly articulated step-based articles that are quickly actionable and easy to read and understand

Ensure process-based articles clearly line out for our call center agent's processes that need to be taken while on live calls with customers

Write clear and concise material tailored for non-technical, offshore agents

Collaborate closely with the Knowledge Base Supervisor and Call Center Trainers and QA to ensure the accuracy of the materials, refine existing processes, and enhance usability and clarity for users

Ensure that edits to knowledge base articles are performed accurately and completed in a timely manner to maintain resolution efficiency

Develop and distribute weekly communications to inform stakeholders of recent updates to the knowledge base

Conduct weekly backups to ensure that the most recently updated articles are reflected in our Learning Management System (LMS) for accessibility purposes

Perform calibration calls with call center management and QA to understand how users are interacting with the articles in the knowledge base, and look for efficiency opportunities

Ability to gain insights from weekly calls and meetings to formulate strategies and adjust content with our end-user in mind

Administer the knowledge base software, including but not limited to, managing user profiles, format articles and content for to optimize user understanding and utilization while on live calls with customers

Perform additional responsibilities as assigned

Requirements

Clear, dynamic, and precise communication skills with all levels of employees, from entry-level agents to leadership, both inside and outside our organization

Experience with Knowledge Management systems/Knowledge Base (Help juice experience is highly desirable)

Wireless, high-speed internet, video customer knowledge preferred

Call center experience is highly desirable

The qualified candidate should be able to create and deliver clear and precisely written processes with accuracy and ease

Computer Skills

Microsoft Office Suite (PowerPoint, Excel, Word, Outlook), strong computer proficiency, web conferencing (ex. MS Teams, Zoom)

LMS, Cloud storage services

Knowledge management systems

HTML 5, CSS3, JavaScript, Liquid not required but highly desirable

Additional Requirements

Bachelor's degree from an accredited institution in a related field (Communications, English, Theater/Performance Arts, Business, or Marketing)

Neat, professional appearance

Spanish Bilingual is a plus but not required

Benefits

Paid Vacation and Sick Time

Medical, Dental & Life insurance are available on the first day of the month following your first day of employment

401k Plan with employer matching

Employee Profit Sharing Program

Ongoing training and development

50% AT&T wireless discount

Potential for career growth - we prefer to promote from within!

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