Job Description

Summary

The Content Author will be responsible for developing knowledge articles received into workflow through various input channels for Contact Center phone and email customer service functions and Waddell & Reed advisor self-service capabilities. The Author will review, research, and construct article solutions. The Author will partner with end-users to ensure accuracy and completeness prior to final approval by the Editor. The Author will periodically review and modify existing articles in the knowledge base software. This role will contribute to the ongoing development and enhancement of workflow, design, and user experience.

Responsibilities:

  • Adhere to processes and procedures related to content life cycle including knowledge article creation and periodic review
  • Evaluate and construct articles based on content guidelines and standards
  • Analyze and collaborate with end-users to understand documentation requirements
  • Provide feedback to Editor and Management staff for enhancement and continuous improvement of workflow and documentation to maximize user experience
  • Adapt to cyclical demands and workflow priorities
  • Keen attention to accuracy and detail
  • Demonstrate superior time management, organizational and follow-up skills
  • Complete additional project administration duties as part of support for the project


Required Skills
  • Ability to work in a team environment to meet project goals and milestones
  • Self-motivated to contribute to the success of implementing process and procedures
  • Ability to problem solve and identify gaps in documentation
  • Demonstrate time management skills


Required Experience

Requirements:

  • Minimum 2 years of experience in authoring content, document management or related operations position required
  • Skilled in written correspondence. Experience in professional letter and email is preferred
  • Bachelor’s degree or equivalent experience in Technical Writing, Communications or English
  • Proficiency using MS Office products (Word, Excel, PowerPoint and Outlook)
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