Technical Content Specialist

Antech Diagnostics • Loveland, CO

1d • $60,000 - $75,000 • Hybrid

About The Position

The Customer Support Technical Content Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The focus of this role is to provide support to the Customer Support Team through the creation and management of relevant technical information in the digital knowledge database to provide a clear pathway for Associates to grow in their quality, consistency, and accuracy of role and organizational knowledge. This position will require extensive knowledge of the workflows of the department and business operations, as well as a high level of organization to maintain the seamless flow of knowledge in the Antech Knowledge ecosystem. It also requires the ability to continuously identify opportunities for improvement and process optimization to enhance overall efficiency and effectiveness.

Requirements

• Experience as a veterinary technician is preferred.
• Minimum 2 years of experience as a trainer or technical writer, preferred
• Minimum 2 years managing a Content Management System (CMS) or Knowledge Management System, preferred
• Bachelor’s Degree, preferred
• Ability to perform self-directed work in an organized, accountable fashion, while effectively collaborating with team Manager and Leadership.
• Passion for supporting a customer-centric team.
• Ability to communicate a message to associates, peers and leadership that inspires action in support of customer and associate needs. Verbal, written and virtual communication modes will be frequently used.
• Ability to effectively shift attention between various tasks, team needs, and business demands.
• Displays strong organizational, analytical, problem-solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history via phone, virtual or in-person meetings, and email.
• Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer and Associate focus.
• Ability to analyze and pull together patterns to identify areas for improvement
• Excellent verbal and written communication skills
• Outstanding written and verbal communication skills, particularly in explaining and describing concepts, and in providing feedback in procedures and process updates
• Ability to create targeted knowledge-base articles that span multiple audiences with the ability to consider employee experience as the framework for article creation
• Understands the impact of accurately structured, searchable content on Associate abilities to self-serve

Responsibilities

• Support current Technical Content Specialists with knowledge management functions.
• Collaborate with IT as needed to maintain the Customer Support Knowledge Database user access. Audit IT user database on a regular cadence. Maintain license audits.
• Oversee the original curation, creation, and management of original knowledge content, including manuals, reports, policies, and procedures that help improve the Associate and Customer experience.
• Utilize analytical, critical, and creative thinking skills to review internal processes, identify areas of opportunity, and respond to emerging trends, while collaborating with team leadership to recommend improvements to workflows and standard operating procedures (SOPs).
• Review, improve, and re-publish knowledge articles as needed and/or according to a yearly audit plan that is defined as part of the publishing workflow, ensuring accuracy and adherence to the Global Knowledge Management Pillars.
• Facilitate documentation updates based on user feedback by collaborating with technical SME’s, Leadership, or other Associates.
• Provide advanced administrative and analytical support for the Customer Support teams for new product, software, or process launches.
• Develop and implement strategies using critical and creative thinking to continuously improve the Knowledge Application Areas.
• Create and maintain databases and/or spreadsheets as needed to manage content, workflows, and projects as related to the knowledge base and applications.
• Create, run, and maintain any recommended analytical content and usage reports.
• In collaboration with the Training & Onboarding Team as well as Manager and Global Knowledge Management Principles, Organize and update materials for new hires, and support new hire training.
• Facilitate and inspire collaboration and knowledge sharing across departments and users.
• Adhere to and evolve change management principles and processes in Knowledge Management.
• Performs other duties as assigned.

Benefits

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life (Company Paid) & Supplemental Life
• Short and Long Term Disability (Company Paid)
• Flexible Spending Accounts/Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level