Job Title: Senior Technical Writer
Job Category: Marketing/Web Marketing
City: San Diego
State/Province: California
Country: United States
Primary Responsibilities: -Design and deliver high-quality, on-point, customer-focused and comprehensive content for the TurboTax products support web sites
-Take complicated tax, personal finance or software issues and translate that into usable content for customers and customer service agents
-Create content on a daily basis, juggling daily requirements with longer term projects
-Thoroughly research issues, collecting inputs from fellow CSI team members, internal subject matter experts, customer feedback, and the software itself
-Provides input into templates, web page look and feel, and document presentation
-Ability to edit and proofread own work as well as that of others.
-Assign daily content and manage writers’ workloads
-Excellent verbal and written communication skills. Written skills include ability to communicate complex concepts to customers, as well as excellent working knowledge of grammatical principles and application.
-Drives to help others by partnering with internal and external customers to create great customer solutions
-Gather and analyze customer feedback on content offerings through various mechanisms, such as online feedback, point-of-use surveys, and site test sessions; suggest improvements and ensure that other team members understand and follow through with implementing recommendations
-Perform competitive analyses of support site content and other components as necessary to ensure our competitive edge
-Provide guidance and direction to other team members in areas of content development, style guide decisions, content synchronization with other groups within TurboTax
-Help manage relationships with other groups in TurboTax who provide customer-facing content, including Agent Training, Marketing, Direct Marketing, etc.
-Assume project management responsibilities as directed by Senior Manager.
Optimal candidates will have a high-level understanding of individual tax return preparation and a moderate understanding of our TurboTax federal and state individual tax offerings. In addition, transferable skills such as copy-editing and experience with marketing copy would be a plus.
Qualifications: -BA/BS in Journalism, English, Business, or related areas
-A minimum of 7 years experience in creating content for a web site hosting business content, preferably in the personal finance or taxation subjects
-Ability to collaborate with internal experts and foster customer insights to manage successful expectations for deliverables
-Ability to make timely, effective decisions with less than complete information, then influence others to support them. Build shared vision by listening to feedback from others and incorporating it into their recommendations or decisions
-Experience with content management, knowledge base management, or content publishing systems
-Familiarity with best practices for support content on the Web
-Excellent communication skills, successful cross-group collaboration, and proven skills and experience with relationship building, negotiation, and conflict management
-Experience developing reliable schedules for own work. Experience successfully delivering end-user documentation products on time, within a high-tech environment.
-simplyhired-
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