TECHNICAL WRITER, CUSTOMER SUCCESS TEAM
Job Details
CITI Office - Fort Lauderdale, FL
Full Time
4 Year Degree
Negligible

About the Organization:


Collaborative Institutional Training Initiative (CITI Program)

CITI Program was established in 2000 and is a leading global online education provider. Its web-based training materials serve millions of learners and thousands of subscribing institutions. CITI Program is dedicated to serving the training needs of colleges and universities, healthcare institutions, technology and research organizations, and governmental agencies, as they foster integrity and professional advancement of their learners.

CITI Program is the preeminent leader in online research, ethics, compliance, and safety training. It has trained researchers globally for over 20 years at thousands of academic, research, and healthcare organizations. CITI Program is a dynamic and collegial working environment with opportunities to bring forth new educational materials that support learners and institutions in the U.S. and around the world.

CITI Program joined the Biomedical Research Alliance of New York (BRANY) in 2016. BRANY was founded in 1998 and is jointly owned by four leading academic medical centers - NYU School of Medicine, Montefiore Medical Center, Icahn School of Medicine, and Northwell Health. BRANY is also a premier resource for research support services for hospitals, academic medical centers, and investigators, among its other ventures.

General Summary/Objective:

Develop, edit, and format support material for external and internal documentation. Work with the manager to ensure the development and implementation of support materials are completed. Create and update support materials using multiple mediums to provide comprehensive documents based on the subject and need. May be assigned cross-departmental tasks for software and content releases. Ensure proper relationships are established and maintained to accomplish assigned duties. Maintain complete and proper records.

Duties/Responsibilities:

  1. Administer and maintain CITI Programs support center website used by CITI Program customers and learners at their organizations. Administer and maintain CITI Program staffs internal knowledge base. Duties may include reviewing support trends for insufficiencies in documented support material and creating/editing support articles. Working with different CITI Program teams to write and revise supporting content. Incorporating videos, illustrations, or photographs to increase users understanding of the materials. Standardizing content and collecting users feedback for improvements and maintenance.
  2. Assist in providing training to CITI Program customers and staff on usage of the support materials, create manuals, and operating procedures. Meet with subject matter experts to ensure specialized materials are addressed appropriately. Assist in creating and delivering training to CITI Program staff on internal systems.
  3. Work with CST to design and implement onboarding materials, training, and support materials for the new CITI Program customers and their learners.
  4. Help the support team by answering complex customer requests during high peak seasons to help maintain CITI Programs service level agreement and customer satisfaction rate. Provide higher-level end-user support.
  5. Work with the Systems Team on software rollouts and updates to provide supporting documentation. Translate technical concepts from releases and updates into support material that clearly and accurately describes and supports the concept based on the audience.
  6. Participate with other department staff in the development of policies, procedures, and documentation for the CITI Program and its services. Develop, design, and implement procedures in conjunction with the other staff to provide an efficient, transparent workflow between departments.
  7. Assist in proofreading and editing of CITI Program documentation.
  8. Perform any other related duties as required or assigned. (*)

Non-Essential Functions will be noted by asterisk (*).

Education required:

Bachelor's Degree

Experience Required:

2 years of experience in technical writing, computer information systems, or related field.

Qualifications Required:

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

  • Excellent oral and written communication skills. Superior attention to detail including grammatical rules, and clear and concise communications.
  • Fluency in technical terms for the creation of instructions and documentation.
  • Strong knowledge of HTML, web-based software and services, and Microsoft Office suite (Word, Excel, and PowerPoint).
  • Working knowledge of Salesforce or other CRM.
  • Self-starter with the ability to approach challenges with both analytical and conceptual ideas.
  • Knowledge of CITI Program or online training platforms preferred.
  • Knowledge of Research, Ethics, or Compliance training preferred.
  • Demonstrated ability in technical communications for a non-technical audience desired.
  • Outstanding customer service skills with the drive to always provide the customer with an excellent experience.

Location:

*Ft. Lauderdale, FL

*This position is currently remote but may be subject to a hybrid schedule as conditions permit.

Physical Demands and Environment:

This position operates in an office environment using standard office equipment and technology. The position requires the individual to see, talk, hear, and be mobile. The employee is frequently required to use hands, fingers, and reach with hands and arms.

Travel:

Negligible

Benefits:

  • Flexible schedule
  • Medical, dental, and vision insurance
  • Retirement benefits
  • Group life Insurance
  • Voluntary supplemental insurance
  • Generous paid time off

EEO and Accommodations:

BRANY is committed to having a diverse population and a policy of equal opportunity for all employees, and applicants for employment, without regard to race, color, creed/religion, sex, sexual orientation, gender identity characteristics, genetic predisposition or carrier status, domestic violence victim status, marital status, national origin, age, disability, status as a veteran or special disabled veteran, or citizenship status, in accordance with applicable federal, state, and local law. BRANY also recognizes same-sex marriages and the employment rights of those in the LGBT community.

BRANY is committed to the full inclusion of all qualified individuals. In keeping with our commitment, BRANY will take the steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact a BRANY representative at HR@brany.com

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