This job listing expired on Dec 12, 2020
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Nintendo of America Inc.

The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch™ system and the Nintendo 3DS™ family of portable systems. Since 1983, when it launched the Nintendo Entertainment System™, Nintendo has sold more than 4.7 billion video games and more than 740 million hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy™, Game Boy Advance, Nintendo DS™ family of systems, Super NES™, Nintendo 64™, Nintendo GameCube™, Wii™ and Wii U™ systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo’s operations in the Americas.

This is a CONTRACT position

Description Of Duties

  • Creates and publishes knowledge content and support messaging for the internal user and assists with the development and publication of consumer-facing content.
  • Authors content that is technically accurate, relevant, ensures consumer satisfaction and meets the requirements outlined in content standards, while maintaining the Nintendo brand.
  • Adapts published knowledge content for use with non-phone channels of support (online support site, email correspondence, chat, SMS contacts, etc.).
  • Reviews agent submissions for new issues and knowledge gaps and escalates situations for authoring and publication.
  • Exercises HTML coding to meet established style guidelines and entering pre-authored content into the knowledge base, publishing content when directed.
  • Performs ongoing review of knowledge content feedback received from agents and consumers and updates or escalates content as necessary.
  • Performs ongoing review of published support content for accuracy and relevancy and ensures consistent use of established style guides.
  • Creates and applies to knowledge content relevant metadata that supports reporting needs and search engine optimization.
  • Assists with the documentation of workflow standards and follows workflow standards.
  • Identifies trends or patterns of the knowledge base users to make recommendations for improvement.
  • Engages in activities to ensure firsthand understanding of how the knowledge base is being used.
  • Manages assets and related documentation used as part of the knowledge support authoring process.
  • May provide project coordination support upon request and project or customer-facing support as needed.

Summary Or Requirements

  • Minimum of four years with Contact Center or related experience
  • Strong understanding of NOA products and features
  • Strong communication skills, with the ability to present clear and understandable ideas and concepts
  • Strong technical writing skills
  • In-depth knowledge of English, grammar, spelling and punctuation
  • Sequence processing skills
  • Oracle RightNow experience preferred
  • HTML skills required, Photoshop, Illustrator experience preferred
  • NOA call center experience preferred with knowledge of policies and processes
  • Undergraduate degree in Technical Writing or related field, or a combination of experience and education
  • This is a CONTRACT position

We are an equal opportunity employer of individuals with disabilities and protected veterans....valuing diversity…celebrating strengths.