KCS (Knowledge-Centered Service) Editing Student - 4 Month Winter Term
Blackberry
Worker Sub-Type:
Student (Fixed Term)Job Description:
Today, BlackBerry® is a transformed company. We’re no longer about the smartphone, what we once did for smartphones is what we’re now doing for Enterprise of Things (EoT) – envisioning, enabling and securing new forms of communication that are connecting the business world in extraordinary new ways. We have the most complete and advanced end-to-end solutions to enable EoT, and our ideas lead the way in the hottest markets like cybersecurity, SaaS, neural networks and autonomous vehicles.
Today our software is trusted by the world’s most important organizations, including all of the G7, 16 of the G20, NATO, financial firms, healthcare providers and educational institutions. BlackBerry technology is further embedded in millions of ‘things.’ You can find BlackBerry in smart watches, medical devices, cars, trains, robots, smart meters, TV broadcast equipment, wind turbines, hydroelectric plants, pilot training simulators, mail-sorting machines and, of course, tablets and smartphones just to name a few.
Position Summary
BlackBerry is looking for a skilled writer to join our KCS Program Team in the Customer Support Organization. The successful candidate will be a strong writer and editor, is a creative thinker and shows attention to detail.
As a KCS (Knowledge-Centered Service) Editing Student at BlackBerry, you will assist the KCS Team by formatting, editing, publishing, and archiving Knowledge Base articles that are assigned to the KCS Team. You will also assist the team with reporting and administrative functions.
Location: Waterloo, ON
Length of Term: 4 Months
What you will do
Reviews and edits content to align to the BlackBerry Style Guide, KCS, and UI/CX best practices
Actively reviews agent-authored content against established brand and style guidelines to ensure suitability for external publication
Acts as an advocate to assist members of the support team with the content creation process
Assists support agents and analysts in leveraging the KCS methodology to create case solving content
Contributes to the strategic vision for knowledge management within the customer support organization
Assists with the maintenance of internal wikis, processes, and technical training content
Assists with the facilitation of internal KCS training for new-hires
Who we are looking for
Currently enrolled in a post-graduate certificate or degree in Business or Technical Writing
Excellent interpersonal and communication skills including written, oral and presentation to effectively work with team members
Experience with technical writing and/or editing
Strong attention to detail
Ability to concurrently work on multiple projects and flexible to adapt to changing environments and priorities
Ability to quickly learn and understand complex troubleshooting issues
Previous experience writing support documentation for multiple audiences
Excellent prioritization and multitasking skills
Above and beyond
Prior experience working in a customer support role
Prior experience or familiarity with Technical Writing
Previous experience using Jira and/or Confluence systems
Familiarity with Content Management Systems (CMS)
Proficient with Microsoft Office Suite (Word, PowerPoint, Excel)
Familiarity with BlackBerry products and services
Motivated, resourceful, and a team player
Life at BlackBerry
Various Snack & Beverage Programs at all locations
Cafeterias and vending machines with subsidized prices at major offices
Free parking and accessible public transportation at major offices
Skills training and professional development opportunities
Organization wide events and various social committees
Local discounts and free swag
Highly collaborative teams and supportive workplace culture
Recreational leagues, fitness classes, and wellness sessions available in most locations
See for yourself by checking out our Instagram @BlackBerryStudentLife
An Absolute Commitment to Equality
It is the policy of BlackBerry to ensure equal employment opportunity without discrimination or harassment based on race, colour, creed, religion, national origin, alienage or citizenship, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
EEO Minorities/Females/Protected Veteran/Disabled
BlackBerry strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the selection process. Should you require an accommodation, please contact recruitment@blackberry.com to discuss your needs.
Scheduled Weekly Hours:
40