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Knowledge Content Author/ Technical Writer


Knowledge Content Author/ Technical Writer

Leinster | Ireland

The Knowledge Management team are the head and heart of support knowledge for agents and customers. We own the process of capturing, distributing, and ensuring the effective use of knowledge across all our major support channels.

Purpose of the Role:

Our Knowledge Content Authors source, edit and publish customer support knowledge improving our effectiveness to fix problems and queries first time, to speed up the time to resolve them and to make our customers exceptionally happy.

The Opportunity:

You will be part of a new and critical function that will help transform Bank Of Irelands customer support. You will work with various business areas, helping to develop your own knowledge of the business, experience and profile.

Key Accountabilities:

  • Gathering, reviewing, & validating requirements; acquiring and understanding source materials, designing and development of support documentation and organising content into meaningful structure, as deliverables within the content development process.
  • You will develop content for the agent knowledge base, online help, print, user guides, interactive tutorial content, chat, email chat bots etc. and will facilitate information gathering and validation workshops.
  • You will have a solid understanding of contact centre operations and performance metrics, such as AHT, First Contact Resolution, cost per contact etc.
  • Work with cross functions parts of the business to evaluate new services, products, processes and policies to determine optimal knowledge content and documentation requirements.
  • Proactively gather, evaluate, prioritise and use customer and agent feedback to continually improve content.

Essential Qualifications:

  • Leaving certificate - minimum of 5 passes (grade D or above) at Ordinary Level, which must include English and Maths, or equivalent or superseding qualification.

Essential Skills and Experience:

  • Real life experience as a Knowledge Content Author in a previous organisation or, significant experience in journalism, technical writing or similar discipline.
  • Practical experience in information or content development.
  • Ability to explain complex concepts in an understandable and clear manner, ability to communicate technical topics to a non-technical audience.
  • Understanding of organisation customer service support activities as well as experience with Document Management or Web Content Management.
  • Highly organised and has some project work experience with the ability to manage multiple project streams concurrently.
  • Experience problem-solving and recommending solutions to meet new requirements or improve upon existing solutions.
  • Expert level technical writing, communication, and audience-definition skills.

Desirable Skills and Experience:

  • QFA.
  • 3rd level degree in Computer Science, English, Journalism, Technical Writing or similar discipline.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Oct 23, 2018
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