Employees in this job are responsible for creation of product information documents required for worldwide technical support and service of Lexmark’s Printer and Software Solutions products. The individual will develop knowledgebase content such as technical service bulletins, troubleshooting guides and other product quality information to be used by worldwide support and service audiences including technical support agents, service technicians, and end-users via support.lexmark.com
The individual works with multiple departments to analyze customer feedback, knowledgebase content and usage, and solutions from technical escalations to determine what information is needed to help customers and call center agents resolve technical or usage problems.
To develop information, the individual interacts with service departments and engineering teams to obtain relevant material such as photos, videos, diagrams, instructions, and procedures to develop complete and well organized documents. The employee conducts disciplined reviews using subject matter experts to ensure information is accurate and disseminated in a timely manner.
Successful execution will improve call center effectiveness and increase customer’s ability to resolve problems, and improve customer satisfaction.
You may send your application to firstname.lastname@example.org.