Flipkart Job Vacancy In Technical Writing 2021

Launched in October 2007, Flipkart is known for its path-breaking services like Cash-on-delivery, No-Cost-EMI, and 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee (65 cities) and Same-Day-Guarantee (13 cities) at scale. With over 1,20,000 registered sellers, Flipkart has redefined the way brands and MSMEs do business online.

Flipkart Job Vacancy In Technical Writing 2021

Role – Manager Customer Experience (Technical Writing)

Location – Bangalore

About Flipkart

In 2007, we started the Flipkart journey by selling books online. But now, over a decade later, our story is quite different. Today, Flipkart is India’s largest online marketplace and one of India’s leading technology powerhouses that is disrupting the way India shops online. What has got us here? The dynamic, passionate, and talented folks we call Flipsters!

Our core values define our identity and form the basis of our actions and reflect in everything that we do at Flipkart. Values enable us to shape the desired organizational culture in which each Flipster can thrive and be at their best.

We believe in taking bold bets and changing the paradigm, having a sense of urgency to solve problems strategically, and putting great ideas into action. We look at the world from our customer’s point of view and keep customers at the heart of everything we do. We strive to always do the right thing and be committed to our customers and stakeholders.Flipkart Job Vacancy In Technical Writing 2021

About the team:

KM team is responsible for creating and managing Troubleshooting guides for all products in-scope for remote troubleshooting and tech support. The great thing about working for KM is that it’s full of talented and creative people. There’s always something new to learn.

About the role:

This position is responsible for aiding in the growth, development, and accuracy of content in the technical writing domain to ensure world-class service for our customers. The role seeks a highly self-motivated and knowledgeable product specialist who has in-depth knowledge of electronic products.Flipkart Job Vacancy In Technical Writing 2021

What you’ll do:

Based on their product knowledge and technical writing skills, the candidate is expected to provide project planning and management for established initiatives within the company. They ensure that projects are completed to specification, within an established time frame. The candidate will be required to own and manage troubleshooting content on the Knowledge Base for routine requirements on a need basis while ensuring top-quality work and reporting any inaccuracies or knowledge gaps.

Manage a team of technical writers responsible for creating troubleshooting guides for various electronic products across different verticals
Interact with our category teams, brands, and other internal and external stakeholders to get information on launches, products, specifications, offers, etc.
Review the structure of the guides on a regular basis, ensuring they meet the needs of the business
Schedule regular reviews of the content to identify areas that need to be updated/expanded
Monitor and drive usage of troubleshooting guides periodically, understand feedback provided by end-users and make changes to the guides as and when required
Manage a team of SMEs to work on authoring technical guides based on inputs shared by other support functions
Work on short-term or long-term projects which can contribute to improving customer experience, consultant experience or add value to our business
Collaborate with workforce management and partner teams to manage the overall user base of the Knowledge Base
Discover newer ways to make information relevant and reusable
Provide feedback and suggestions which can improve the tool
Conduct regular knowledge checks to ensure knowledge retention
Prepare reports depicting guide completion, knowledge check trends, user behavior, and content efficacy
What you’ll need: Flipkart Job Vacancy In Technical Writing 2021

Excellent written and verbal communication skills
Ability to manage highly dynamic knowledge requirements
Logical reasoning capabilities
Good stakeholder management skills
Experience with MS Excel-based reporting and analytics
Troubleshooting logic for Electronics
In-depth knowledge of one or more product verticals such as Mobiles/Tablets, Audio, IoT, DSLR, IT Devices or Home Appliances, etc.Flipkart Job Vacancy In Technical Writing 2021

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