Work at Home | Technical Writer - Start ASAP!

Summary:• Responsible for maintaining and optimizing the internal knowledge bases used by customer care and social agents supporting customers. This person will collaborate closely with Product Specialists, Customer Care Support Leads, and Content Managers to ensure content is updated, accurate, localized, formatted according to established guidelines, and useful to agents supporting customers across our support channels.Top tasks include:• Manage time-sensitive communications to agents around country and feature launches, emerging issues, and troubleshooting steps.• Convert articles to template format to ensure accurate data collection around product issues and resolutions (in consultation with content team lead).• Draft canned responses (CRs) as needed• Maintain tracker for issue categorization, Resolution IDs, and CRs• Respond to feedback, resolving or researching resolutions as needed.• Facilitate translation of content into other languages (if applicable)• Manage change logs for assigned products.Qualifications:• Candidate must possess at least a Bachelor's/College Degree, Mass Communications or equivalent.• At least 1 year(s) of working experience in the related field is required for this position.

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.