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Date posted 06/28/2019 Requisition Number: 241753BR Location: United States - Connecticut - Stamford Area of Interest: Customer Operations Position Type: Full Time
This role works directly with multi-functional teams to develop new content as well as review current support content, meet with product owners, customer support, user experience, and legal to ensure content is up-to-date, consistent and adheres to the brand voice.

Deep experience creating online support content at a large technology, telecommunications or similar company. Must also demonstrate a strong understanding of best practices in web design and copywriting, have experience using content management systems (e.g., Drupal, Salesforce Knowledge) and exhibit excellent communication skills. Must be able to manage large-scale content projects, including new product launches and content audits.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Lead the creation and delivery of engaging self-support content that both captures the customer’s interest and allows them to self-service with little effort.

Manage the development of interactive digital content to be delivered over the web.

Work with Marketing and external agencies to produce short-form self-help videos.

Define intuitive troubleshooting and customer process flows to enable self-service.

Leverage a foundational knowledge of Charter’s products and relationships with subject matter experts to review and edit content, making certain it is accurate and relevant.

Leverage SEO and natural language concepts to optimize the customer’s search for support information based on the customer’s terminology and description of the problem.

Continuously iterate and improve content based on customer feedback and data analysis.

Create reports and presentations to capture and share online support accomplishments.

Collaborate with Marketing and Product to ensure a consistent brand tone in all customer communications.

Deeply engage with the Customer Care and Product teams to identify current customer pain points and quickly develop new content, particularly as part of new product introductions.

Support service alerts with the timely delivery of critical information and tips for affected customers.

Author content and instructions as assigned.

Write clear and persuasive copy for different media platforms.

Revise, edit and proofread content according to style and accessibility guidelines.

Research solutions and write persuasive and appealing product positioning.

Ensure content addresses customer call drivers and pain points.

Work directly and effectively with business leads and designers in collaboration to develop and improve copy and participate in team collaboration and peer content sessions.

Understand search optimization (SEO) and accessibility guidelines.

Execute content plans, verify content adheres to style and accessibility guidelines, and manage content throughout content lifecycle.

Communicate effectively with team members to seek information and resolve questions regarding any aspect of projects.

Must have knowledge of standard concepts, practices, and procedures of writing copy for print, Web, and audio-visual media.

Blend an array of ideas and concepts into a single cohesive message while maintaining the voice of the business.

Other duties as requested.
Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Shows excellent command of the English language with a knack for sentence structure and grammar
  • Excellent written and verbal communication skills
  • An articulate speaker and writer who is able to present ideas clearly
  • High attention-to-detail
  • Open to constructive feedback and understands that revision is an essential part of the creative process
  • A team player comfortable in a collaborative environment
  • Must be a highly creative and innovative thinker who loves participating in the creative process from brainstorm to launch
  • Organized, self-sufficient, and self-motivated
  • Understand best practices for web writing and design
  • Strong analytical approach to presenting recommendations and making decisions
  • Independent thinker
  • Customer focused
  • Technically savvy
  • Project management skills
  • Ability to manage multiple projects while coordinating efforts across a variety of functional areas
  • Ability to learn and adapt quickly to a dynamic and fast-paced environment
  • Ability to work under the pressures of tight deadlines, multiple projects and other demands
Bachelor’s degree in English, journalism, marketing, public relations, or related field, or equivalent work experience

Related Work Experience
3+ Years - Copywriting/Editing Experience
2+ Years - Experience in developing self-support and/or online training content
2+ Years - Project management experience
2+ Years - Experience in media or telecommunications industries is a plus

Working Conditions
Office environment
Exposure to moderate noise levels

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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  • Customer Operations, Stamford, Connecticut, United StatesRemove