Description

Own the creation and maintenance of internal documentation for eCommerce Order Support.

Responsibilities

• Write agent FAQs, troubleshooting steps, and customer contact scripts.
• Develop logic and decision tree workflows for support processes.
• Format and structure content using HTML to fit standardized templates.
• Manage content within internal ticketing and documentation systems.
• Coordinate with contract resources to ensure content delivery.

Required Skills

• 4+ years of experience as a Content Writer.
• Proficiency with Zendesk and general CS CRM platforms.
• Experience using Jira and Confluence.
• Working knowledge of HTML for article structuring.
• Extensive experience with MS Office Suite.
• Strong editorial skills and high attention to detail.
• Bachelor's degree required.

Key Skills

Education

Bachelor's degree