Technical Writer | WFH (South Metro Manila) | Night Shift

Overall Purpose of the Role

We are looking for a Technical Writer who specialize in writing and updating technical documentation for both technical and non-technical audiences, adhering to in-house style guides. Someone who will create user assistance infrastructure such as how-to sections, FAQs, and Help sections. Someone who will update and proofread various written materials, including product and user manuals. Additionally, the ideal candidate will handle Level 1 help desk requests via Zendesk and email. And will also manage trouble tickets through various stages and escalate issues to Level 2 support when necessary.

• Additional Details

Salary Range: PHP 30,000 35,000 monthly

• Work schedule: May be scheduled on weekends and shifts may vary from 8pm-5am to 10pm-7am local, subject to change based on business requirements

Work set-up: Work-From-Home (remote but preferably residing in South Metro Manila)

• Main Duties and Responsibilities

Writes about technical subjects for technical and nontechnical audiences.

• Tests and updates existing documentation.

Adheres to and updates in-house style guide.

• Creates and builds out user assistance infrastructure, including how-to sections,

FAQs, and Help sections.

• Updates, edits, and proofreads written materials such as product manuals, user manuals, how-to guides, and FAQs.

Troubleshooting help desk requests received via Zendesk and email to provide timely and effective resolutions with a customer-first focus.

• Effectively managing Level 1 trouble tickets at various stages of completion to support efficient and well-communicated resolutions to customers.

Mastering internal processes required to efficiently and effectively address tickets and to escalate requests to Help Desk Level 2 support as needed.

• Proactively identifying clients with recurring issues or requests that are not resolved to their satisfaction and escalating as needed.

Leveraging outstanding English communication skills to communicate the root causes of issues to customers in non-technical terms.

• Working with multiple teammates to find, analyze, and resolve client issues while adhering to the client's standards and resolution targets.

• Essential Qualifications

BA in English, writing, communications, curriculum development, or software/computer engineering.

• Strong written communication skills

Ability to prioritize multiple simultaneous deadlines.

• 2-3 years of technical writing experience

1-2 years of experience in using the Zendesk is a plus

• Experience in BPO as Technical Support Representative is an advantage

High level of skill at data analysis and use of Excel / Spreadsheets.

• Ability to understand and accurately translate technical information for a general audience.

• Where will you be working

Civicom's main office is located on the 7th floor of the Unioil building in Madrigal Business Park, Alabang, Muntinlupa City. Situated 10 minutes walking distance away from lifestyle centers such as Alabang Town Center and Molito's park-like green space, we are also conveniently close to public transportation at the intersection of Daang Hari Avenue and Zapote Avenue.

If you're the person we've been looking for, you can expect:

• Full-time employment with the opportunity of regularization in as early as 3 months

A company-sponsored Health Maintenance coverage on Day 1

• Quarterly Performance Bonuses

Perfect Attendance Bonus

• 10 accrued Sick Leave credits in a year, commutable to cash

10 Vacation Leave credits in a year, among others

• Promising career growth and learning opportunities

The opportunity to collaborate with the other teams and business units in the company, including our global business leaders

• Having a hand in our mission to uplift those who live in extreme poverty simply by being part of our team of Really Good People

• About Civicom

Civicom has been a pioneer in telecommunication advances that changed how companies do business globally. Our solutions help overcome the barriers to time and location. For over 20 years, our collaborative tools have made it easier for new companies to compete with older incumbents and large, complex companies by using technology to work smarter and streamline operations. From the beginning, we wanted not just to create a company but to create something remarkable.

We pride ourselves as a company that would create value for others, a sense of purpose for its employees, and give 10% to charity, and we seek to do it exceptionally well.

Job Types: Full-time, Permanent

Pay: Php30,

• 00 - Php35,000.00 per month
  
  Benefits:
• Gym membership

Health insurance

• Opportunities for promotion

Promotion to permanent employee

• Work from home

Schedule:

• 8 hour shift

Monday to Friday

• Night shift

Supplemental Pay:

• 13th month salary

Overtime pay

• Quarterly bonus

Experience:

• Technical Support: 1 year (Preferred)

Technical Writer: 1 year (Preferred)
* BPO: 2 years (Preferred)