Technical Writer

Job Location: Televox, Mobile, AL, USA

Employee Type: Full-Time
Job Type: Others
Date Posted: May 5, 2023
Job ID: 213490

Job Description

For this opening we will consider candidates from the following locations: Mobile, AL, United States.

TeleVox (a healthcare business line of West) is looking for a Technical Writer to join our team! TeleVox has partnered with healthcare organizations for 30 years to automate and transform their patient engagement, making the healthcare communication process easier for everyone. Learn more about how our EHR-integrated platform supports personalized, two-way interactions with patients through their care journey by visiting www.televox.com.

This role will be responsible for creating and maintaining end-user documentation which may include technical specifications, document design requirements, and department style guide standards ensuring adherence to department policies and established deadlines; translate technical/non-technical information into manuals/web-based documents for non-technical /technical users ensuring documentation is kept up-to-date; research existing programs to determine if requirements documentation has been completed and follows a format required by the client or department; proactively oversee the activities involved in quality resolution of problems related to documentation issues; participate in activities associated with assigned projects, ensuring tasks are completed in a timely, accurate, and quality manner, striving to meet and exceed expectations

What You’ll Do:

• Create and maintain end-user documentation which may include technical specifications, document design requirements, and department style guide standards ensuring adherence to department policies and established deadlines
• Analyze technical specifications and designs, translate technical/non-technical information into manuals/web-based documents for non-technical/technical users ensuring documentation is kept up-to-date
• Prepare print and electronic versions of technical documents for distribution as required
• Perform research necessary to write assigned document, determining scope, content, purpose, and audience from guidelines provided
• Write and continuously maintain requirements documentation, striving for quality and accuracy
• Review technical requirements and instructions outlined by departmental staff requirement documentation
• Record and, if necessary, translate the given requirements and instructions into a written
• Technical specification that utilizes a specialized methodology and format required by the client or department
• Distribute specification document to appropriate internal staff and client contact, ensuring adherence to established deadlines
• Make updates to previously documented specifications as requirements change, distributing
• Changes in a timely manner
• Review all documentation to ensure translation of requirements into specification is accurate and error free prior to distribution
• Keep up-to-date on specification language and documentation format required by the client and internal clients
• Research existing programs to determine if requirement documentation has been completed and follows a format required by the client or internal contact analyze existing applications, host interfaces, and reports to identify and gather the requirements of the program, converting those requirements into a specialized technical specification document
• When necessary, meet with appropriate departmental staff to discuss and ensure thorough understanding of requirements on existing programs for completion of documentation
• May assist with determining and analyzing requirements for new programs, including data,
• Workflow, interfaces with other systems, outputs, etc., reviewing analysis with client and appropriate staff
• Utilize the requirements gathered to create thorough specification documentation
• Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
• Respond with a sense of urgency to problems escalated to employee’s level
• Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
• Place the highest priority on providing quality customer service by overseeing all activities of staff, ensuring the unique needs of customers are met
• Ensure quality resolution and thorough and accurate documentation of customer issues
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
• Participate in creating, administering, and continuously updating procedures for resolution of  all related issues
• Participate in the activities associated with a variety of departmental projects ensuring established timelines are met
• Prepare reports, material and documentation as requested
• May update project plan
• Create and maintain organized project files
• Provide project lead with status reports throughout assigned projects detailing project status and timeline
• Establish and maintain a professional relationship with team members and department contacts
• Cooperate with team members to meet goals or complete tasks
• Escalate work flow and communication issues to supervisor
• Treat all internal/external customers and team members with dignity/respect

The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents.

Applicant for this job will be expected to meet the following minimum qualifications:

Education:

• Bachelor’s degree from an accredited college or technical school. Major course work in computer science, MIS, Journalism, Communication, English or related field preferred
• Equivalent work experience in a similar position may be substituted for educational requirements

What Experiences You Bring:

• Minimum 2 years technical writing or documentation experience required
• Minimum 1 year experience in the IVR/Speech Recognition industry preferred
• Based on department or area of responsibility the following may be required:
• Minimum 1 year experience with Visio
• Minimum 1 year experience with Framemaker
• Based on departmental need the one or more of the following may be preferred:
• Minimum 1 year of experience with Photoshop, Illustrator, Adobe Pro, InDesign or HTML

Compensation: 

• Want to love where you work? We offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond (tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identity protection and more)! Apply today and be a part of Innovative Technology- When it Matters Most!

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories.  Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

We are a provider of communications solutions for some of the most important and relied upon institutions that impact everyday life. Our solutions include SchoolMessenger for connecting schools and parents, Televox for connecting patients and healthcare providers, and West Utilities for connecting residents and businesses with critical energy services.

All of these services work to keep individuals and families safe, connected, and informed. Utilizing leading edge technologies that are shaping the future of communications, these are connections that matter. We are proud to help provide the tools that will move these important areas forward and bring communities together.