Content Specalist

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Employer - Nuance
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Job Description

Company Overview At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology. Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.
Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer. Job Summary Summary: You will be responsible for providing our customers with guidance on how to write content for their web virtual assistant. You will work with customers from many different industries including telecoms, finance and software. You will support the customers that you work with on implementing improvements to their content. You will analyse how each virtual assistant is performing using Nuance's analytics tools and you will report on what content changes can be made in order to improve overall performance. You will use Nuance tools to improve the natural language understanding of the virtual assistants.
Reporting to the PS Director ANZ.
Responsibilities:
Uses Nuance's analytics tools to identify content gaps, trends and patterns in web virtual assistant conversations and updates the content accordingly
Reads virtual assistant conversations and analyzes the performance of the virtual assistant on a regular basis.
Participates in building web virtual assistants, determining what questions the virtual assistant should answer and how to answer them
Investigates and diagnoses the right action to be taken to improve virtual assistant responses.
Engages with content writers and business analysts on the client side to ensure that the virtual assistant remains knowledgeable and effective.
Modifies, tests and publishes content Improves natural language understanding virtual assistants using Nuance tools

Contributes to the improvement of processes and to the improvement of the product by sharing experiences and ideas


Qualifications
Number of Years of Work Experience: 0


Required Skills:
Outstanding written and verbal communication skills
Customer service experience, you are a people person
Strong analytical and reporting skills, including the ability to do detailed analysis of web virtual assistant performance and trends
Content management experience
Your spelling is excellent, as are your grammatical skills
Highly driven, you are a self-starter, you love solving problems, you love getting things done
Proven ability to learn quickly
Highly detail-oriented and computer literate
Passionate about new technology


Preferred Skills: HTML, Javascript


Education: BA or BCompSci, or equivalent Additional Information
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.


Location - Australia
Date Posted - 20 Jul 2019
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