Content specialist

Imagine that you, as a Content Specialist/technical writer, are responsible for creating exceptional online content and delivering high quality IT solutions to internal employees… that thanks to your communication power and knowledge of content you make colleagues happy by contributing to a great user experience, enabling awareness and solving of IT issues …that you are a critical “Voice of the Customer” and together with your team contribute to developing effective online channels with your innovative mind set and can-do attitude.

As a Content Specialist you can make a difference by optimising our business with regard to user explanation, instructions and offering feedback from a user’s point of view. You are key in translating the needs of our customers into quality solutions, ensuring they always find the best IT support at the right time, and contributing to an exemplary customer experience. Our mission is to prevent and solve IT issues through fact-based management in the chain. Over the past few years, IT support has shifted from telephony based support to primarily online customer service. Self-service, as part of a contemporary customer service, is becoming more important but also more complex. Innovative power is therefore important for the use of data and the further development of our live and online channels.

Making a difference:
• Management in the chain to prevent malfunctions (customer feedback loop, impact of changes, quality and number of interactions input to management departments);
• Creating content based on new / changed services in coordination with content experts at management organization;
• Contribute to development of channels into more interactive and personal content, act as a customer journey manager with specific knowledge;
• Establish and maintain constructive relationships between service providers and end-user by understanding the customer and their business drivers;
• Being aware of market development in customer service and being able to translate this into own context;
• Interpret data collected and presented on the level of self-service of our services and the volumes and quality of channels. Hereby bringing innovation from developments in the external market.

MUST-HAVES:
• Experience in writing, editing, researching, and planning (structured) user / software documentation;
• Experience with principles of technical communication, such as methods, techniques, and tools in the field of writing technical documentation.

With each other:
Collaboration is at the heart of everything we do. Our Channel Management team brings talented people together to ensure a great customer experience through effective and efficient deployment of online IT Support for the employee. With you as a Content Specialist, this team will consist of approx. 14-17 diverse colleagues in a variety of roles, including: domain specialists, channel specialists, BI/business analysts.

• Completed HBO/WO education;
• Excellent communication skills (written and verbal) - Dutch and English;
• Experience in writing, editing, researching, and planning (structured) user / software documentation;
• Experience with principles of technical communication, such as methods, techniques, and tools in the field of writing technical documentation;
• Knowledge and/or technical proficiency with IT
• The ability to interpret technical system specifications.
• Data analysis skills
• Knowledge and/or experience with Agile Way of working, LEAN six sigma (optional)

S-IMTAC is gespecialiseerd op het gebied van Interim Management / Detachering, Opleidingen & Projecten en Vitaliteit in de sector Banking, Finance, HR en Marketing & Communicatie. Onze missie is simpel, gewoon S-IMTAC Wij zijn eerlijk, betrokken, persoonlijk en doen net even dat extra stapje voor jou. Wij geloven in kansen en uitdagingen. Daarnaast geven wij trainingen voor het bedrijfsleven, MKB, overheden, banken en verzekeraars. Denk hierbij aan Sales Trainingen, Management Trainingen, Motivatie Trainingen, Advies / Coaching on the job, etc. De kracht van S-IMTAC zit in de ervaring, kennis en netwerk van het team. De organisatie is gericht op de volgende divisies: Banking, Finance, HR en Marketing & Communicatie. Op iedere divisie zitten specialisten met alle know-how om de juiste professionals te werven, selecteren en te trainen voor de betreffende opdrachtgever. Doordat de specialisten o.a. zelf operationeel zijn of zijn geweest bij de opdrachtgevers, weten zij precies wat er speelt, wat er wordt verwacht en boven alles, zij spreken dezelfde taal.