Technical Content Specialist

2 days ago

Quezon City, National Capital Region, Philippines Gratitude Philippines Full time
Job Title: Technical Content Specialist

We are seeking a skilled Technical Content Specialist to create high-quality documentation that supports the success of our services.

Key Responsibilities:

  • Collaborate with subject matter experts to develop comprehensive documentation that meets organizational and legal standards.
  • Responsible for outlining standard operating procedures and updating content timely based on new information.
  • Partner closely with support teams to build and/or update materials and documentation.
  • Translate complex information into simple, polished, and engaging content.
  • Create high-quality documentation with user-friendly content that meets the needs of the target audience.
  • Review and/or copy-edit content developed by other team members.
  • Research, outline, write, and edit new and existing content, working closely with subject matter experts to understand documentation requirements.
  • Develop content in various media forms for maximum usability, with consistent information across all documentation.

Requirements:

  • Proven working experience in technical writing of processes, policies, and procedures.
  • Ability to deliver high-quality documentation paying attention to details.
  • Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures.
  • Excellent written skills in English.
  • Strong working knowledge of Microsoft Office.
  • Extremely detail-oriented and organized.
  • Ability to identify process improvement, maintain appropriate permissions within the tool, and ensure appropriate approval process is followed before publishing documentation.

Adaptability, Collaboration, Communication, Confidentiality, Diversity, Humility, Teamwork:

  • Self-motivated: energetic self-starter, strong sense of ownership with personal accountability.

Day-to-Day Responsibilities:

  • Announcements: handle breaking news providers, clinics, and markets using a template to post updates in real-time.
  • Feedback: research feedback requests received in KMS for validity and resolve invalid submissions, responding back to the submitter explaining why and updating valid submissions using the workflow process.
  • Test new articles and scenarios for usability, clarity, replicate errors, and validate them for troubleshooting.
  • Complete Clinic, provider, and insurance updates.
  • Gather screenshots, gifs, and screen recordings of every action Athena, Web scheduler, and CRS view in KMS.
  • Attend Call calibrations and take notes for the knowledge team, bringing back any questions or requests.

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