Technical Content Writer/Onboarding Specialist

DocuWare • City of Beacon, NY

7d • $62,000 - $68,000 • Hybrid

About The Position

DocuWare is seeking a Technical Content Writer/Onboarding Specialist to join their team. This role is responsible for creating clear and accurate documentation and training materials to support support teams and customers. The position involves implementing onboarding programs, coordinating training delivery through various methods, and managing documentation standards. The specialist will ensure technical accuracy, adapt content for different audiences, and collaborate with subject matter experts to maintain current materials across different regions. This is a hands-on role offering exposure to knowledge management, training delivery, and content analytics, with opportunities for growth in technical domains and experience with CMS/KMS/LMS tools. The goal is to drive measurable improvements in agent and customer productivity. This is a hybrid role based in the Beacon, NY office.

Requirements

• 4 years college degree in Communications Journalism and/or 3+ years of job experience in technical software troubleshooting.
• Possesses solid working knowledge of subject matter.
• VMWare proficiency, demonstrate.

Nice To Haves

• Experience with CMS/KMS/LMS tools.

Responsibilities

• Coordinates training for support department personnel, including classroom-style teaching, videos, or e-learning.
• Creates and maintains course content, manuals, or other training materials.
• Manages training documentation for the Support Department, including procedures, policies, and compliance standards.
• Edits and proofreads for grammar, clarity, technical accuracy, terminology, formatting, and consistency.
• Adapts technical depth, terminology, tone, and structure for IT professionals, customers, or non-technical users.
• Tests, reviews, and updates Knowledge Base Articles from the Americas, APAC, and EMEA regions.
• Responds to comments added to Knowledge Base Articles.
• Manages and responds to comments added to Knowledge Base Articles.
• Researches and analyzes low-performance KBA and how to improve them.
• Provides monthly reports on KBAs published, unpublished, archived, discarded, top-performing articles, and site traffic of the support portal.
• Conducts product and software introductions, demonstrations, and training sessions for new employees.
• Reviews and updates training materials, guides, presentations, and resources as needed.
• Other duties as assigned.

Benefits

• $62,000 to $68,000 base salary.
• DocuWare funds $2,000/$4,000 annually towards single/family HDHP deductible.
• Choice of 4 medical plans (HDHP, EPO, PPO).
• Short Term Disability (100% company paid).
• Long Term Disability (100% company paid).
• Group Term Life insurance (100% company paid).
• 401(K) with company match.
• 12 annual paid holidays and generous PTO plan.
• One day off a year to volunteer to your charity of choice.
• Profit Sharing.
• Internationally growing and well-established company.
• Thorough onboarding & induction period.
• Training and development opportunities.
• Participation in a positive intercultural company culture with an openness to new ideas.
• Virtual instructor led fitness offerings.
• Access to Udemy training academy and Tuition Reimbursement.
• Flexible Spending & Dependent Care Accounts.
• Company events and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree