About the Job
Our client, an International icon in the Publishing and Digital Content Industry, is seeking a talented Technical Writer / Documentation Specialist to electronically document all of the changes and customizations in their SugarCRM. You will be responsible for starting this documentation from scratch, and developing a one-stop shop for any questions non-technical and technical employees may have about the CRM. This will include creating and writing various types of user documentation, including how-to guides, references, manuals, cheat sheets, screen shots or instructions.
Responsibilities & Required Skills:
. 5+ years documentation experience, creating clear and concise documentation in electronic format
. CRM experience would be a huge plus
. MUST BE familiar with new Tech Writer Concepts: confluence, cross-referencing, cross-links, etc.
. Work closely with both the Customer Care and Technology team to document the Sugar CRM system capabilities and processes for Customer Care agent training
. Create user documentation for a variety of material, including how-to guides and instruction manuals
. Create, edit and format electronic documents in accordance with appropriate specifications, style, and branding
. Make it easy for employees to look up things such as: How do I change a password? How do I grab a screenshot of this? Where do I go to look at accounts on vacation? Where do I find what account needs a refund?
. Ensure documentation correctly depicts all processes and work flows for agent transactions
. Ensure documentation correctly depicts use of knowledge management system
. Work closely with customer care, contact center, QA and development teams to update documentation as needed as testing nears completion
. Transition document to training department and assist with updates during T3, agent training and initial rollout
Ensure technical verbiage is easy to understand by the layperson
. Ensure fields flow in the correct sequence
. Write clear and concise policies and procedures
. Follow a life cycle called document development life cycle
. Release the document following final approval
. Provide updates and different editions as necessary
Alison Landau
Direct: 212 792-6368
Northeast (NY): 212 268-5800
Nationwide: 877 677-6566
Responsibilities & Required Skills:
. 5+ years documentation experience, creating clear and concise documentation in electronic format
. CRM experience would be a huge plus
. MUST BE familiar with new Tech Writer Concepts: confluence, cross-referencing, cross-links, etc.
. Work closely with both the Customer Care and Technology team to document the Sugar CRM system capabilities and processes for Customer Care agent training
. Create user documentation for a variety of material, including how-to guides and instruction manuals
. Create, edit and format electronic documents in accordance with appropriate specifications, style, and branding
. Make it easy for employees to look up things such as: How do I change a password? How do I grab a screenshot of this? Where do I go to look at accounts on vacation? Where do I find what account needs a refund?
. Ensure documentation correctly depicts all processes and work flows for agent transactions
. Ensure documentation correctly depicts use of knowledge management system
. Work closely with customer care, contact center, QA and development teams to update documentation as needed as testing nears completion
. Transition document to training department and assist with updates during T3, agent training and initial rollout
Ensure technical verbiage is easy to understand by the layperson
. Ensure fields flow in the correct sequence
. Write clear and concise policies and procedures
. Follow a life cycle called document development life cycle
. Release the document following final approval
. Provide updates and different editions as necessary
Alison Landau
Direct: 212 792-6368
Northeast (NY): 212 268-5800
Nationwide: 877 677-6566
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