Content Writer

Content Specialist
Location : Plano, TX
Duration : Expected to be 6-12months with possible of extensions
Positions : 03

Requirements:
Ensure the experience Ask HR delivers to our customer (Askers) is always accurate, answered directly, and clearly understood by anyone on Team Our Client
Own a portfolio of content categories to optimize the quality, relevancy, and completeness of the content to achieve an 80% Tier 1 resolution rate within those respective categories
Manage the pipeline of expiring content within the Ask HR content library to ensure quality and relevancy of the articles (e.g., questions and answers)
Review and revise knowledge articles to ensure compliance with Ask HR content and voice standards
Support onboarding of new categories to Ask HR
Support onboarding and training of SMEs from initial awareness to self-sufficiency to expert
Contribute to the growth of Ask HR as a service by identifying opportunities for improvement in process and technology so that we improve the experience we deliver
Provide a customer-first level of customer service to help anyone part of Team Our Client in North America get their question answered or need resolved – be a steward that helps establish Ask HR as a partner Team Our Understand the needs and intentions of the person asking the question to ensure their question is answered accurately, usually working with only a few sentences of information
Ensure a “need to know” level privacy and confidentiality of who is asking questions and what they are asking
Be able to converse with the person asking the question in a positive and fun tone while maintaining professionalism
Utilize the understanding to quickly and accurately navigate a library of information across 30 categories and hundreds of pieces of information to find the answer to provide
Correctly identify the population segment of the person asking the question to determine the correct answer to provide, including but not limited to job level, worker type, work location, and Our Client entity
Clarifying the needs of the Team Member when unclear
Triage and respond to 80-100 questions per day, targeting 4-5 minutes per question
Apply discretionary judgement to determine when a question should be escalated and work with the appropriate escalation contact to ensure a proper handoff
Ensure each question that is received is resolved or escalated within 24 hours or less

Qualification Section
Customer-first mindset and attitude
Previous customer service experience
A positive, team attitude that looks to learn and grow everyday
Proven ability to collaborate with a wide range of people at all levels in the organization
Strong written and verbal communication style that strikes the fine balance between professional and casual tone
An excitement for managing a high-volume of tasks while maintaining a high-degree of accuracy and attention to detail
Proven ability to maintain a high degree of confidentiality
Proficiency with Microsoft 365 applications (Word, Excel, PowerPoint, Teams)
Ability to quickly learn new software
High School Diploma or equivalent (GED) or higher degree

Best Regards,

Aftab Pathan
Email: aftab.p at kaygen.com (949) 203 5100 ext 207

Job Types: Full-time, Contract

Pay: $28.00 - $33.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Social media marketing: 2 years (Required)
• Writing skills: 2 years (Required)

Work Location: One location