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Technical Writer
at Kforce Inc.
Gaithersburg, MD

Technical Writer
at Kforce Inc.
Gaithersburg, MD

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Description

RESPONSIBILITIES:

Kforce has a large telecom client seeking to hire a Technical Writer for their Gaithersburg, Maryland (MD) office for a contract to hire opportunity. Responsibilities:
  • Performs excellent writing and editing skills with a mindset of condensing content for the call center agent who needs to comprehend content while conversing with customers
  • Authors content for the client's knowledge management (KM) system (Salesforce) by gathering source material
  • Reviews submissions to the KM system and edits/re-writes before entering them into the KM system to take technical bulky content and turn it into clear, concise information
  • Interacts with SMEs to clarify content requests
  • Performs phone role-plays as the 'customer' to assess readiness of new-hire agents
  • Performs minimal team administrative roles (i.e. tracking of hours and projects)
  • Creates 'How to guides', 'Troubleshooting guides', and other support documents
  • Other duties as assigned


REQUIRED SKILLS:

  • Must be able to write to multiple audience including technical and non-technical helpdesk agents, customer helpdesks
  • Must have previous knowledge writing technical documents
  • High proficiency with language and grammar with in-depth editing skills
  • Experience with Microsoft products, such as Word, PowerPoint, Excel, SharePoint
  • Adaptability to a fast-paced environment with changing priorities
  • Excellent communication skills due to interaction with vendors and multiple internal departments
  • Knowledge of networking and transport technology
  • Experience authoring in Salesforce or other knowledge management software
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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