Content Admin
Posted 2025-08-15
Remote, USA
Full Time
Immediate Start
Job Description
Job Description:
Content Administrator
Role Summary
Provides national support for enterprise-wide customer contact personnel and external customers with up-to-date information on all products, services, processes, tariffs, rates, features and troubleshooting techniques. Authors, collects and disseminates information using various communications and knowledge management tools to ensure customer information on Cox.com and KEY agent knowledgebase is accurate and up-to-date and that customer contact personnel are able to articulate the correct information, processes and procedures to external customers.
Primary Responsibilities and Essential Functions:
Author, Update and Disseminate Information
Creates region-specific and enterprise support content and announcements for customer contact representatives (primarily through KEY) and customers (primarily through Cox.com), using approved authoring tools, standards and processes.
Manages content throughout its lifecycle including gathering, creating, auditing/reviewing, updating and retiring information needed for frontline representatives to effectively support and serve customers. Information includes but is not limited to products, features, services, troubleshooting techniques, tariffs, rates, sales campaigns and promotions and competitive issues in the marketplace.
Collaborates with peers, boundary partners and functional experts to create, update and disseminate standardized job aids, methods and procedures, standards and other information in support of product launches and other programs and initiatives affecting customers and frontline support.
Collaborates with peers and other teams to ensure appropriate alignment of content across communications channels and functions.
Proactively monitors agent feedback tools and solicits feedback from customer contact personnel to enhance the usability and accuracy of information and communications. Researches alternatives and proposes improvement recommendations to leadership for enhancements to communications and knowledge center tools.
Reviews current support communications processes and recommends suggestions on process improvements. Leads teams to develop, design and drive proof of concept on recommended solutions.
Conducts analytics on assigned product type to measure content effectiveness for Pod(s). This includes using OIBEE, KEY Reporting, disposition data and any other tool that provides analysis of KB content.
Functions as an enterprise contact for designated regional and functional teams outside of Care – including Public Affairs, Marketing, Product and Technology/Engineering teams – to coordinate, prioritize and support timely communications to all affected frontline Care teams and content development for knowledge management tools (e.g., KEY, Knowledge Boost, other regional tools, etc.).
Minimum
• 5 or more years of experience required in a content authoring role
• Requires strong knowledge of Microsoft Word, Excel, PowerPoint, Sharepoint and HTML
• Excellent content organization and writing proficiency
• Excellent interpersonal, peer leadership, presentation, collaboration skills and ability to work effectively with teams throughout the organization
Preferred
• BS/BA degree in related discipline strongly desired, such as English, Marketing, or Journalism
• Experience in telecommunications industry supporting residential and/or business customers
• 3+ years successful experience in a content authoring role
Job Requirements:
Manager is looking for more of a technical writer for this position, specifically someone who has written content for a Call Center and/or Customer Care.
Additional info about this role:
Will the candidate(s) work 100% remote or 100% onsite or temporarily remote ONLY during the pandemic? The role will be 100% remote until the Customer Care team returns to the Atlanta campus in person. MUST BE FULLY VACCINATED.
Do candidates need to be local to interview? Candidate must be based in Atlanta, but interviews will be 100% virtual.
What is your top 3-5 MUST HAVEs OR REQUIRED skillset?
5 or more years of experience required in a content authoring role
Requires strong knowledge of Microsoft Word, Excel, PowerPoint, Sharepoint and HTML
Excellent content organization and writing proficiency
Excellent interpersonal, peer leadership, presentation, collaboration skills and ability to work effectively with teams throughout the organization
Experience using Upland RightAnswers or any other Knowledge Management System (KMS)
Is this position a driving role? No
Is this a safety sensitive position (ex, warehouse and other positions that require driving)? No
Worksite Zip Code? 30328
What is the shift going to be? Mon to Fri 8-5pm
Is this contract to perm? TBD
Potential for Extension? Yes
Will this 40 hours work week? Yes And Will there be OT required? No
Interview process – phone interview first? Then in –person after? Phone then video teleconference
About Kyyba:
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.
At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.
Disclaimer:
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.
Rewards:
Medical, dental, vision
401k
Term life
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Work-visa sponsorship
Opportunity for advancement
Long-term assignment with opportunity for hire by client
SELECT AWARDS
• An INC 5000 company for 10 years
• Corp! Michigan Economic Bright Spots
• Crain’s Detroit Business Top Staffing Service Companies in Detroit
• TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions
• Best of MichBusiness winner in HR Wizards & Partnerships
• Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest
• 101 Best & Brightest Companies to Work for in Michigan Apply tot his job
Job Description:
Content Administrator
Role Summary
Provides national support for enterprise-wide customer contact personnel and external customers with up-to-date information on all products, services, processes, tariffs, rates, features and troubleshooting techniques. Authors, collects and disseminates information using various communications and knowledge management tools to ensure customer information on Cox.com and KEY agent knowledgebase is accurate and up-to-date and that customer contact personnel are able to articulate the correct information, processes and procedures to external customers.
Primary Responsibilities and Essential Functions:
Author, Update and Disseminate Information
Creates region-specific and enterprise support content and announcements for customer contact representatives (primarily through KEY) and customers (primarily through Cox.com), using approved authoring tools, standards and processes.
Manages content throughout its lifecycle including gathering, creating, auditing/reviewing, updating and retiring information needed for frontline representatives to effectively support and serve customers. Information includes but is not limited to products, features, services, troubleshooting techniques, tariffs, rates, sales campaigns and promotions and competitive issues in the marketplace.
Collaborates with peers, boundary partners and functional experts to create, update and disseminate standardized job aids, methods and procedures, standards and other information in support of product launches and other programs and initiatives affecting customers and frontline support.
Collaborates with peers and other teams to ensure appropriate alignment of content across communications channels and functions.
Proactively monitors agent feedback tools and solicits feedback from customer contact personnel to enhance the usability and accuracy of information and communications. Researches alternatives and proposes improvement recommendations to leadership for enhancements to communications and knowledge center tools.
Reviews current support communications processes and recommends suggestions on process improvements. Leads teams to develop, design and drive proof of concept on recommended solutions.
Conducts analytics on assigned product type to measure content effectiveness for Pod(s). This includes using OIBEE, KEY Reporting, disposition data and any other tool that provides analysis of KB content.
Functions as an enterprise contact for designated regional and functional teams outside of Care – including Public Affairs, Marketing, Product and Technology/Engineering teams – to coordinate, prioritize and support timely communications to all affected frontline Care teams and content development for knowledge management tools (e.g., KEY, Knowledge Boost, other regional tools, etc.).
Minimum
• 5 or more years of experience required in a content authoring role
• Requires strong knowledge of Microsoft Word, Excel, PowerPoint, Sharepoint and HTML
• Excellent content organization and writing proficiency
• Excellent interpersonal, peer leadership, presentation, collaboration skills and ability to work effectively with teams throughout the organization
Preferred
• BS/BA degree in related discipline strongly desired, such as English, Marketing, or Journalism
• Experience in telecommunications industry supporting residential and/or business customers
• 3+ years successful experience in a content authoring role
Job Requirements:
Manager is looking for more of a technical writer for this position, specifically someone who has written content for a Call Center and/or Customer Care.
Additional info about this role:
Will the candidate(s) work 100% remote or 100% onsite or temporarily remote ONLY during the pandemic? The role will be 100% remote until the Customer Care team returns to the Atlanta campus in person. MUST BE FULLY VACCINATED.
Do candidates need to be local to interview? Candidate must be based in Atlanta, but interviews will be 100% virtual.
What is your top 3-5 MUST HAVEs OR REQUIRED skillset?
5 or more years of experience required in a content authoring role
Requires strong knowledge of Microsoft Word, Excel, PowerPoint, Sharepoint and HTML
Excellent content organization and writing proficiency
Excellent interpersonal, peer leadership, presentation, collaboration skills and ability to work effectively with teams throughout the organization
Experience using Upland RightAnswers or any other Knowledge Management System (KMS)
Is this position a driving role? No
Is this a safety sensitive position (ex, warehouse and other positions that require driving)? No
Worksite Zip Code? 30328
What is the shift going to be? Mon to Fri 8-5pm
Is this contract to perm? TBD
Potential for Extension? Yes
Will this 40 hours work week? Yes And Will there be OT required? No
Interview process – phone interview first? Then in –person after? Phone then video teleconference
About Kyyba:
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.
At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.
Disclaimer:
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.
Rewards:
Medical, dental, vision
401k
Term life
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Work-visa sponsorship
Opportunity for advancement
Long-term assignment with opportunity for hire by client
SELECT AWARDS
• An INC 5000 company for 10 years
• Corp! Michigan Economic Bright Spots
• Crain’s Detroit Business Top Staffing Service Companies in Detroit
• TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions
• Best of MichBusiness winner in HR Wizards & Partnerships
• Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest
• 101 Best & Brightest Companies to Work for in Michigan Apply tot his job