Technical Documentation Specialist

The Technical Documentation Specialist role is a critical part of our Technical Support team. The role is focused on helping develop and maintain a working knowledge base, creating product documentation, technical guides and video content for the Support team, in addition to producing customer-facing end-user guides for our portal. The role also serves as a lead for the Technical Support Department to help the team find timely answers.

The main responsibilities for this role are driving the knowledge base forward while creating and distributing technical documents and videos. The types of material the role will create include, but are not limited to, training guides, manuals, workbooks, reference guides, troubleshooting scripts, release notes, and service bulletins for our products, with a particular focus on publishing knowledge articles for the department’s knowledge base. There is collaborative work with the Online Learning Services team to maintain our Technical Resources page. The position will partner with department management to deliver top-notch technical support for our customers.

Essential Functions

• The owner of the knowledge base for Technical Support.
• Create, review, and publish articles for the knowledge base while collaborating with fellow content creators.
• Ensure a consistent and user-friendly structure is adhered to for knowledge base content.
• Maintain a record of all corrections and revisions to documentation.
• Responsible for maintaining and updating the Technical Resources website as part of our QubicaAMF Maximization Resources
• Collaborate and confer with stakeholders to document subject material and technical specifications.
• Standardize technical documentation.
• Monitor feedback and implement improvements.
• Develop, gather, and disseminate technical information and meeting minutes for the team.
• Produce short videos on relevant topics.
• Meet all related release and documentation deadlines.
• Run daily, weekly, and monthly reports for the department.
• May be required to perform other duties as requested.

Supervisory Responsibilities :

• This position is not a supervisor for the Technical Support team. However, the role serves as a lead and specialist for the team, helping to guide the team to faster resolutions, additional information, and the location of proper resources.

Competencies / Qualifications :

A great Technical Documentation specialist will possess excellent communication skills and lead by example. Their fellow employees should find them approachable and trust their decision-making capabilities. The Technical Documentation Specialist will show attention to detail in everything they produce internally or externally. The ideal candidate is motivated to see the Tech Support Team develop to ever higher standards and is willing to help steer the team toward accomplishing these goals.

• Exemplifies professional standards with a specific focus on documentation, content creation, information organization, power skills, and work ethics.
• Highly motivated, independent, and self-directing.
• Ability to utilize multiple desktop publishing and video / still-image editing programs.
• Display consistent time-management ability.
• Advanced understanding of technical writing conventions.
• Show a passion for content creation.
• Ability to comprehend and clearly communicate complex technical data.
• Advanced documentation layout and formatting skills.
• Strong knowledge of Excel charts and pivot tables.
• Demonstrate leadership and conflict management skills.

Experience with the following is preferred but not required :

• TSQL with SQL server
• JSON
• JD Edwards World Writer
• Dynamics 365 CRM

Travel Required :

• Some travel required (10% - 15%)
• The hours may vary. A successful candidate should be willing to work occasional evenings and weekends, with the ability to be on call if needed.

Required Education and Experience :

• Must be at least 18 years of age.
• High School Diploma; or equivalent combination of education and experience.
• BA / BS is a plus.
• A minimum of two years of Technical Writing experience.

Salary Range : 53000 - 57000 USD / year

Competitive compensation and benefits include medical / dental / vision insurance, 401k with employer contribution, PTO, paid Holidays, and an on-site fitness center.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

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Technical Specialist

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