Digital Care Content Analyst
US-CO-Englewood
Attract-careers1
Req #: 95048
Type: Fulltime-Regular
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Overview: Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience. Responsibilities: Candidates must be willing to participate in at least one in-person interview. The Digital Care Content Analyst is responsible for maintaining the accuracy and effectiveness of the information across all our digital support channels, including our Help Center and customer-facing chatbot. You will act as the central point for identifying, communicating, and executing content updates. This role is critical for ensuring our customers, support agents, and AI-powered tools are all equipped with the most current and accurate information. You will work closely with strategy managers and stakeholders, feeding them vital information to shape the future of our digital support experience. Key Responsibilities: * Own the Content Update Process: Proactively seek out and track product updates, policy changes, and marketing promotions by collaborating with various departments to understand their impact on customer support * Execute Content Changes: Write, edit, and publish clear, concise, and customer-friendly content across our Help Center (CMS) and chatbot knowledge base * Maintain Knowledge Integrity: Regularly audit existing content to ensure accuracy, consistency, and relevance; you will be responsible for archiving outdated articles and information * Communicate and Distribute Information: Serve as a key communicator, translating complex updates into clear summaries for internal stakeholders; you will feed this information to Program Managers, Content Designers, and frontline teams to ensure everyone is aligned * Support Channel Performance: Monitor basic content metrics (e.g., article views, helpfulness ratings) to identify gaps or areas for improvement and flag them for the strategy team * Analyze Performance Data: Utilize content metrics and customer feedback to identify trends, measure content effectiveness against KPIs, and propose data-driven improvements to the digital care strategy Qualifications: Education and Experience: * Education: Business Management, Business Analytics, Data Science, or a related field * Experience: 2-4 years of experience in a role like content management, knowledge management, technical writing, or communications, preferably in a tech or customer support environment * Tech Savvy: Hands-on experience with Content Management Systems; experience with a chatbot or knowledge base is a huge plus Skills and Qualifications: * Exceptional Communication: Superb writing, editing, and proofreading skills, with the ability to distill complex topics into simple, easy-to-understand language * Highly Organized & Detail-Oriented: A meticulous approach to your work and the ability to manage multiple updates and deadlines simultaneously * Proactive Collaborator: You are a self-starter who is comfortable reaching out to different teams to find the information you need and effectively communicate updates * Project Management Software: Proficiency with tools like JIRA or Airtable for tracking tasks and workflows Visa sponsorship not available for this role
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