Position Overview
The Bilingual Content Creator will develop and manage customer support content for Samsung’s Canadian website, ensuring accuracy, relevance, and user-friendliness in both English and French. This role involves creating FAQs, Troubleshooting Guides, Agent Knowledge Base content, and chatbot resources while optimizing materials based on user feedback and analytics. Collaboration with cross-functional teams is essential to align content with Samsung’s strategic goals and enhance customer self-service efficiency.
Key Responsibilities
- Content Development:
- - Create and refine a minimum of 25+ FAQs monthly, focusing on reducing support calls and improving self-service success.
- - Develop Troubleshooting Guides for .com and Agent Knowledge Base content to support agents and customers.
- - Develop chatbot scripts and scenarios to streamline customer interactions and issue resolution.
- Collaboration:
- - Partner with SECA internal Customer Care team to align content with product launches, campaigns, and brand messaging.
- - Work with contact center teams to integrate customer feedback and recurring issues into content updates.
- - Coordinate with translators to ensure linguistically accurate and culturally relevant French/English materials.
- SEO Optimization:
- - Implement SEO/GEO strategies (e.g., keyword research, meta tags) to boost content visibility and organic traffic.
- - Use tools like Google Analytics and Adobe Omniture to track engagement and refine content performance.
- Quality Assurance:
- - Monitor Help Content Ratio (HCR) metrics to identify gaps or inefficiencies in support resources.
- - Conduct regular content reviews based on user feedback, surveys, and chatbot interaction data.
- Content Maintenance:
- - Audit and archive outdated materials monthly; ensure all content reflects current product features and policies.
- - Optimize existing resources for clarity, consistency, and compliance with Samsung’s style guidelines.
- Reporting & Strategy:
- - Deliver monthly performance reports highlighting content impact, user engagement, and improvement opportunities.
- - Propose data-driven recommendations to enhance content strategy and customer satisfaction.
Required Skills
- Native or near-native proficiency in English and French, with exceptional writing, editing, and proofreading skills.
- Proven expertise in SEO/GEO optimization and analytics tools (Google Analytics, Adobe Omniture).
- Hands-on experience with CMS platforms, especially Adobe Experience Manager (AEM), for content authoring and publishing.
- Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collaboration tools (e.g., Teams, SharePoint).
- Strong analytical abilities to interpret data, user feedback, and performance metrics.
- Ability to manage multiple projects under tight deadlines with minimal supervision.
Preferred Qualifications
- Basic image editing skills using Adobe Photoshop for creating visuals or enhancing existing graphics.
- Experience in technical writing, customer support content creation, or chatbot curation.
- Familiarity with contact center operations and knowledge base management.
System Knowledge
- CMS: Adobe Experience Manager (AEM)
- Productivity Tools: Microsoft Office Suite, collaboration platforms
- SEO/GEO Tools: Google Analytics, Adobe Analytics
- Design Software: Adobe Photoshop (preferred)
Work Structure
- Primary work location - On-site at Futuretel Markham office
- Report 2 days minimum at Samsung Electronics Canada Mississauga office
Pay: $25.00-$27.00 per hour
Benefits:
Language:
Work Location: In person
