Customer Support / Content Management

Responsibilities (Include, but not limited to): Responsible for creation and maintenance of customer support content resulting in increased customer experience/satisfaction, utilization of self-services, issue resolution and reduced contact/call in rate.

Create/author support content targeted at internal and external customers for troubleshooting tools and various online support pages.

Create content that supports digital first customer strategies and initiatives.

Write content in accordance with the online editorial style guide, brand voice and usability standards.

Responsible for editing accuracy and maintenance of customer support content resulting in increased customer experience/satisfaction, utilization of digital support options, issue resolution and reduced call-in rate.

Maintain existing support content to ensure relevancy and alignment with new product names and VZW.com editorial style guide and branding.

Create content in preparation of new intent launches for 5G reactive/proactive troubleshooting launches Create omni-channel content and single source reusable content in snippets/fragments Create and optimize content used in various tools
– Chatbot, TRG/TSA, Smart Set up, Guided flows Meet critical deadlines and manage multiple priorities with minimal guidance Ensure performance support content is up to date and consistent across the channels Clearly communicates complex procedures in written format.

Use Adobe Experience Manager, Dreamweaver, Fireworks, Techsmith Snagit, Photoshop and other software to create the content.

Work and coordinate with training, device teams, project managers, marketing, Digital Operations (vzw.com), Field Operations teams, and device / application manufacturers.

Communicate and coordinate with these teams to ensure all content requirements are met and content is complete.

Eligibility / must-haves: Bachelor’s degree preferred Minimum of 1 year of content management experience 2 years’ experience authoring content using Adobe Experience Manager 6.5 1 year experience using Adobe Experience manager XML editor preferred Proven ability to manage simultaneous, multiple high priority projects/initiatives 2 year experience working with cross functional teams Strong technical aptitude and knowledge of XML, HTML and Javascript Experience using Dreamweaver, Fireworks, Techsmith Snagit and or Photoshop preferred 1 year formal content creation and/or editing experience preferred UX experience or certification a plus Proven strong attention to detail Experience creating independent content based on a Content Fragment model.

Strong technical writing skills, understanding of content modeling and metadata Exceptional and proven presentation, verbal, and written communication skills Demonstrated and highly effective interpersonal, negotiation and decision-making skills Able to meet with tight deadlines and work overtime when needed Proven ability to work in a team environment Strong technical support / troubleshooting skills and knowledge Maintain a flexible work schedule (should be available during Customer Service hours of operation) Formal content creation and/or editing experience preferred Strong knowledge of customer digital support options and engagement Results-oriented, able to meet deadlines and objectives with minimal guidance Effectively translate written or verbal input from stakeholders into actionable written requirements and online support content Familiarity with customer scripted composition and Telecommunication Wireless Voice Brand guidelines Proficiency with MS Office and G Suite: Word, Excel, PowerPoint, Gmail, Drive, Sheets, Docs Clear understanding of VZ call center KPI’s/metrics