What you’ll be doing...

At VerizonConnect (VZConnect), we guide a connected world on the go.

We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.

As a top 20 SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

The Learning & Development Technical Writer is responsible for the design and development of online support documentation and knowledge base resources, in support of customers, call center specialists, vendor partners and other service delivery specialists. Working within rapid timelines, the Technical Writer will gather supporting technical, system, and marketing information to ensure that all materials are available to support planned launches and enhancements. Using a systematic feedback loop, the Technical Writer partners with out-sourced call center personnel to keep documentation current and relevant.

The capabilities for a successful candidate are:

Business Analysis - Gathers existing information from the analysis of business requirements, operational level and functional requirements to design and create documentation for processes, communications, workflows, procedures, work instructions and scripting for various audiences and skill sets.

Documentation - Authors, edits, rewrites, and verifies with stakeholders that all communication and Knowledge Base materials are consistent with brand standards for use by call center specialists, employees and customers. Ensures proper storage, delivery, and archiving of all documentation, including Knowledge Base articles and communication through all phases of the content lifecycle. Assures standardization of call center knowledge base terms, format, controls and documentation.

Communication - Partners with Learning & Development consultants, Product Management, Sales, Business Analysis, Marketing and other business partners to ensure that a consistent, clear and concise message is developed and maintained in all materials for each line of business. Develops written materials in various forms of media that meet the needs of all audiences.

Support - Provides technical assistance to Knowledge Base users in partnership with IT. Provides support to new applications during and after implementation for call center employees.

What we’re looking for...

You’ll need to have:

  • B.S. or B.A or equivalent experience required. Advanced degree preferred.
  • 3+ years of experience in the development of documentation in support of business operations, or equivalent combination of education and experience.
  • 2+ years of experience in designing and developing process flows, methods and procedures, functional requirement documentation
  • Proficiency in the Microsoft Office Suite of tools, with exceptional skill in Excel, Word and PowerPoint.
  • Proficiency use of Articulate, Captivate authoring tools
  • Knowledge of and experience using various Knowledge Management systems.

Even better if you have:

  • An advanced degree.
  • Excellent written communication skills with a high degree of attention to detail. Astute focus on grammatical and user-friendly writing style.
  • Exceptional people skills, and ability to work in a fast-paced, team-oriented environment.
  • Proven analytical skills. Strong customer service orientation.
  • Knowledge of business process development and improvement.

Keyword: VZConnect

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.