Now Hiring - Healthcare Call Center Technical Writer in Chapel Hill, NC

We are looking for a Healthcare Call Center Technical Writer to join our team. The ideal candidate will have experience working with contact center operations or a related field. Role will involve analyzing and documenting workflows and decision-making processes. The ideal candidate should have a technical background and be familiar with healthcare software solutions.

Responsibilities:

• Work closely with the Customer Success team in customizing software implementations based on customer needs. This includes defining use cases, data mapping, and testing.
• Create and maintain process documentation
• Create and maintain technical documentation, implementation plans, and training materials.
• Serve as a subject matter expert to help configure Keona’s software platform and train new customers.
• Work with the sales team on pre-sales activities like using case development to customize product demos and scope implementation projects, then ensure a smooth transition to the post-sales team.
• Stay up to date with Keona platform software upgrades and new features to assist the customer success team in producing documentation and training materials.
• Assist customers with content using our proprietary product, CareFlow Designer. Must have a grasp of logical flow.
• Complete content-related Statements of Work paperwork.
• Complete content-related customer requests in CareFlow Designer.
• Create instructional materials in support of our products and services.
• May be required to create instructional walk-through videos with narration.
• Assess internal and customer workflow gaps and be prescriptive in closing them
• Customer workflow observation data collection. Willingness to travel to customer locations when needed for workflow observation and documentation.
• Assist with customer communication and meeting scheduling.
• Assist with customer support ticket triage and distribution to appropriate parties for work completion

Requirements:

• 1-3 years of experience in a customer-facing role at a software company, ideally focused on healthcare technology solutions. Education in computer-related fields may be considered in lieu of experience.
• Technical background with the ability to learn new software platforms quickly.
• Experience in onboarding complicated software is preferred.
• Excellent written and verbal communication skills. Ability to explain technical concepts to both technical and non-technical stakeholders.
• Able to understand and improve internal and customer processes
• SQL experience a must.

Composure and attitude:

• Team player with a willingness to assist both sales, account management, and customer success simultaneously. Must be comfortable with a fast-paced multi-threaded role.
• Self-motivated and able to work independently to solve problems and implement solutions for customers with some guidance.
• Aptitude for learning on the job through mentorship and training. Opportunity for career growth within the organization. Role may lead to promotion pathway to Business Analyst role, depending on performance, development, and ability.
• Ability to work in a fast-paced, frequently changing environment.
• Ability to maintain composure when faced with multiple tasks against fast project deadlines.
• Must be comfortable in a start-up environment.