Knowledge Base Content Writer (Content Developer)

Aquent; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Subsidized health, vision and dental

Paid sick leave

Retirement plan with match

Job summary

Aquent is seeking a Content Developer in Austin, TX to support Retail Customer Care initiatives. You will create and maintain RCC Hello Procedures, update existing content, and ensure clarity and style compliance across projects.

You will work with global and virtual teams, manage multiple content updates, and publish in Pages and the RCC content management system (RCM). The role requires strong writing, project management, and attention to confidentiality.

Qualifications

• Content or knowledge base writing experience.
• Exhibit exceptional analytical and problem solving skills.
• Interacts efficiently and effectively in a fast-paced deadline driven work environment.
• Superb verbal and written communication skills, where no communication leaves ambiguity for the recipient.
• Works effectively within a global business environment where engagement with global business owners is required.
• Highly adept at managing high volumes of information, determining what is applicable to the project/program, and knowing what to do with the information.
• The ability to identify and cut through ambiguity by using a self developed support network of matrixed individuals is essential.
• Experience working with global and virtual teams.
• Adaptive to changing technologies, process, and environments.
• Extensive success working with cross functional leaders.
• Ability to work efficiently under deadlines in fast-paced environment with numerous projects on hand.
• Strict adherence to company policy on confidential materials.
• Project management experience a plus.

Responsibilities

• Create and maintain RCC Hello Procedures and related content.
• Update procedures to ensure clarity and style compliance.
• Publish content in Pages and the RCC content management system (RCM).
• Collaborate with project and learning teams to ensure training materials.
• Manage multiple projects and prioritize deliverables.
• Support RCC tools content when needed.
• Ensure updates are valid and avoid duplication.

Skills

Content writing

Analytical skills

Communication skills

Global collaboration

Information management

Ambiguity management

Global teams

Adaptability

Cross-functional leadership

Multitasking

Confidentiality

Project management

Job description

Our client believes in creating a fun and inclusive work environment where creativity and innovation come about as dedicated people from diverse backgrounds approach problems with varying perspectives. Knowing that even the smallest of details matters, they see each customer contact as an opportunity to engage, delight and inspire. Building this environment starts with you!

The Content Developer will support the continued growth of the business through a strategic focus on developing content to support Retail Customer Care (RCC). The candidate in this role will be responsible for creating content, updating procedures, and developing content for specialist facing tools. The ideal candidate for this role is someone who is self-motivated, has a passion for details, has an ability to drive a project without the full details, and is comfortable doing so on projects where information is changing rapidly, and with both short duration and high intensity!

Key Qualifications

• Content or knowledge base writing experience.
• Exhibit exceptional analytical and problem solving skills.
• Interacts efficiently and effectively in a fast-paced deadline driven work environment.
• Superb verbal and written communication skills, where no communication leaves ambiguity for the recipient.
• Works effectively within a global business environment where engagement with global business owners is required.
• Highly adept at managing high volumes of information, determining what is applicable to the project/program, and knowing what to do with the information.
• The ability to identify and cut through ambiguity by using a self developed support network of matrixed individuals is essential.
• Experience working with global and virtual teams.
• Adaptive to changing technologies, process, and environments.
• Extensive success working with cross functional leaders.
• Ability to work efficiently under deadlines in fast-paced environment with numerous projects on hand.
• Strict adherence to company policy on confidential materials.
• Project management experience a plus.

Description

The RCC Content Development team is responsible for creating and maintaining the RCC procedures in Hello. Content Developers support both projects and business update requests to ensure that procedures remain relevant and accurate.

When supporting business update requests, the Content Developer will ensure that updates are valid, that procedures are clear and meet style requirements, that there is no conflicting information and there is not an unnecessary duplication of content. The Content developer will take necessary partners to ensure the content is accurate.

When supporting projects, the Content Developer will work with the project team to understand the impacts to Hello procedures, identify procedures needing to be created, updated or removed, as well as tracking and reporting on progress. The Content Developer will partner with the project team and learning team to ensure the procedures are available for training and the project start date.

Content Developers own the end-to-end cycle of writing, editing, and publishing of RCC Hello Procedures; this includes working in Pages and in the content management system (RCM). The Content Developer will support multiple projects and business update requests at one time, and must be able to work autonomously and prioritize deliverables. From time to time the Content Developer assists in providing content for RCC tools.

Experience

Experience in corporate communications or knowledge base writing is preferred.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match.

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.