Technical Writer

Description

Job Description The CCA/LATAM Technical Procedure Writer will assist with creating all Customer Service documented procedures, processes and forms necessary for Customer Service CCA/LATAM personnel to perform their job functions. Includes multiple markets and ERP systems.Fluency in Spanish is required. The documented procedures must also be at a standard acceptable for any auditing requirement to ensure compliance (i.e. QUMAS, SOX SOPs and flowcharts).The CCA/LATAM Technical Procedure Writer will help lead Knowledge Management initiatives and solutions including design and content format in Sharepoint or any other acceptable system solution.Works with the Documentation Specialist to develop accurate, current and indepth information on the Customer Service Customer Service CCA/LATAM Knowledge Network.Interfaces with all necessary organizations (Marketing, Sales, Distribution, Finance, I/M, other Global Business Partners across the regions, etc.) to provide the necessary support and direction.Adheres to environmental policy, procedures, and supports department environmental objectives.Responsibilities Assists in creating and maintaining Bilingual English/Spanish departmental QUMAS procedures and SOX SOPs. (60%)Assists with creating a Knowledge Network site for the CCA/LATAM team utilizing either Sharepoint or any other easily accessible online tool for CSR use. (30%)Performs duties as assigned by Management. (10%)Education, Experience, Skills High School degree required and a 4 year college degree preferred or equivalent work experience.Minimum experience (number of month/years and type of work experience beyond formal education) required for competent performance Has 2 years of Customer Service documentation and training experience.Proficient in Microsoft Office products and Sharepoint.Ability to learn, organize and maintain Knowledge Management systems for LATAM/CCA.Must be Bilingual in Spanish with the ability to both read and speak.Ability to gather requirements from users, negotiate, and meet all deadlines.Demonstrated excellent communication skills (verbal and written).Proven selfstarter who volunteers for projects and takes on new challenges working independently with a high degree of confidentiality.Strong, proven organizational and analytical skills.Ability to manage multiple priorities successfully.Equipment usage and abilities needed Personal Computer, Printer, Telephone, Facsimile, Copier, Calculator, Microsoft Office products, SAP, Software as requiredIf Other, please specify Compliance Wire, Web Publisher/Documentum, Formatting Solutions, Symon Design StudioConditions & Physical Demands of JobHearing, Talking, Fingering, Repetitive Motions, Inside Environmental Conditions, Sedentary WorkGive no supervision to others.Have lead responsibilities for one or more employees.Responsible for work flow production, training of new employees on covered jobs, answering jobrelated questions in one or more areas.In addition to C, assist in reporting on performance, recommending advancements, implementing new or changed procedures.Generally recognized as Group Leader or Assistant Supervisor.Have full, direct supervisory responsibilities for a department or function.Supervisory Comentary How work is done and work progress are checked under close supervision and/or clearly defined procedures.Under supervision, carries out general instructions in accordance with standard practice.Requires some initiative and judgment.Actions checked periodically.Under general supervision, works within established guidelines and has flexibility as to method, priority and timing of job duties.Requires some amount of initiative and judgment.Under general or minimum supervision, performs duties in terms of stated objectives.Generally works out details within broad guidelines and exercises considerable initiative and judgment.