At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.
Job Purpose:
In this position you will work closely with various departments and senior members to gather and cross-check the information necessary to compose, proofread, or revise our electronic communications for a variety of internal and external audiences in accordance with the corporate writing guidelines. Communications may occasionally include mass communications to a wider audience of customers. Communications may consist of welcome letters, confirmation mailings, newsletters and other mailings which are sent on behalf of the organization in plain-text and in HTML. The technical writer will also collaborate on articles published on our client portal. In addition position is responsible for the writing and revisions of customer communication templates ("canned responses") used by support staff. Revise or re-write rough English translations and coordinate and assist with other necessary IONOS departments.
Responsibilities:
- Compose, revise, and develop various customer communications managing queue effectively and within tight SLAs
- Work with a wide range of internal departments and groups towards the successful completion of communications; log internal tickets with appropriate department for required edits.
- Work cross-departmentally when necessary to attain subject matter proficiency and fill information gaps; keep continuously up to data on technical and non-technical events, initiatives, etc. that are appropriate for communication to our customers and support staff
- Rewrite technical concepts and adapt writing to fit comprehension level of target audience; rewrite translated documents to better fit local vernacular
- Uphold content quality standards and maintain consistency in tone and format using provided guidelines.
Required Qualifications
- 2 years of experience with customer support
- 2 years of experience with customer communication, journalism, editing or related field.
- Excellent writing and verbal communication skills required
- Ability to read, write and communicate effectively to a wide variety of readers
- Demonstrated keen attention to detail, a disposition for confirming information and a penchant for proofreading.
- Demonstrated ability to work well with both domestic and international and maintain a professional attitude toward all colleagues and superiors.
- Demonstrated ability to deliver information in varying forms of complexity to fit the target audience.
- High School diploma required
Preferred Qualifications:
- Experience with HTML/CSS.
- Experience with web-hosting technologies (PHP, ASP, SQL, FTP, DNS, etc.)
Physical Requirements and Working Conditions:
- The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
- The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
- The ability to regularly sit or stand for extended periods of time
Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. This job description is subject to change, but remains in effect until superseded in writing by the Company.
Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.
About IONOS
IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.
We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.
