Customer Care Technical Writer

POSITION: Customer Care Process Coordinator
LOCATION: Customer Care, Commerce Park

REPORTS TO: Customer Care Business Process and Technology Supervisor

Key Responsibilities

Technical Writing & Documentation

• Develop and maintain clear, accurate procedural documentation, work instructions, and standard operating procedures.
• Partner with subject matter experts and process owners to translate complex workflows into clear, step-by-step instructions for all user levels.
• Apply consistent formatting, terminology, and style standards across all documentation to ensure a cohesive procedural library.
• Identify gaps and inaccuracies in existing documentation and proactively implement revisions.

Procedure Upload & Content Management

• Design and implement a scalable process for uploading, organizing, and publishing procedural documentation to SharePoint and other designated platforms.
• Ensure all uploaded content is properly categorized, tagged, and accessible to the appropriate teams.
• Establish naming conventions, version control, review cycles, and archiving protocols for all documentation.
• Partner with SharePoint and IT resources to optimize document storage, search functionality, and end-user navigation.

Process Improvement & Collaboration

• Identify areas for improvement by researching issues, changes, and shortfalls related to existing processes.
• Monitor Customer Care's compliance to policy and recommend documentation updates or additional training.
• Collaborate with cross-functional departments to develop and document processes that support seamless service delivery operations.

Additional Responsibilities

• Uphold a positive attitude and enthusiastic demeanor to provide internal and external customers with the highest level of service.
• Partner with global Customer Care leaders for best practices, standard workflow, and new process methodologies.
• Assist in various tasks, projects, testing, and responsibilities as assigned by the Customer Care management team.
• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the Organization.
• Assist all other department disciplines in various areas as required to maintain your team, Customer Care and Victaulic’s Global mission.

Qualifications

Required

• Education: B.S. / B.A. Degree in Communications, English, Technical Writing, Instructional Design, or a related field preferred.
• Experience: Minimum three years’ experience in technical writing, process documentation, or a similar role; experience within Victaulic or a manufacturing, ERP, or customer service environment strongly preferred.
• Technical Skills: Proficient in Microsoft Office 365, SharePoint, AI driven tools or platforms, and web-based content management systems; ability to create visuals, flowcharts, and annotated screenshots for use in documentation.
• Communication: Excellent written and verbal skills with the ability to translate complex technical concepts for non-technical audiences.
• Core Competencies: Strong analytical thinking, problem-solving abilities, and extraordinary attention to detail.
• Schedule Flexibility: Ability to work occasional overtime as needed to support project schedules and business demands.

Preferred

• Experience with instructional design and development.
• Experience with project management requirements gathering, scope definition, analysis, and implementation.
• Training or certification in technical writing or project management.

Key Competencies

• Reliable and self-motivated with a strong work ethic.
• Ability to multi-task effectively and manage competing priorities.
• Patient and professional under pressure.
• Passionate about continuous improvement and learning new systems and technologies.
• Ability to simplify complex information into clear, accessible content.
• Proven leadership abilities and advocate for process improvement.
• Goal-oriented and results-driven mindset.