Content Writer

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Requisition ID: 126737
Job Category: Call Center
Location: United States-South Carolina-Simpsonville-356 Center Pointe Blvd. Simpsonville 29681
Posted Date: 12/1/2017 9:57:48 AM
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.                                                                                                                                                                                                                                    
JOB SUMMARY                                                                                                                                                                                                                                                                                                                                      Performs paraprofessional work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision.                                                                                                                                                                                                            JOB RESPONSIBILITIES                                                                                                                                                                                                                                                                                                                          • Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups
• Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues
• Provides documentation of corrective action taken related to system and application technical modification
• Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies
• Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules
• Creates customized queries for end-user support
• Provides problem analysis and resolution in support of existing applications and projects
• Administers timekeeping functions via Alorica’s time reporting system

OTHER RELATED DUTIES                                                         
• Assists IT department in quality monitoring problem resolution
• Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems
JOB REQUIREMENTS                                                                                                                                                                                                                                                                                                                 

·        Development and review of support content for assigned product lines by set deadlines

·        Ability to convey technical and non-technical knowledge to a wide ranging audience

·        Manage online and off line content for expired/inappropriate references, links, and information and updates as directed

·        Collaborates with team to validate software downloads, hands-on mechanical troubleshooting steps or other types of product testing

·        Collaborates with team on information gathering, focus groups, and feedback to improve agent knowledge portal, content creation, and other knowledge materials

·        Keep abreast of Samsung products and features as well as issues that impact customer service

·        Participate in Content Team & Product Readiness Meetings

·        Other duties as assigned

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