Technical Content Specialist

Antech Diagnostics

Loveland (CO)

On-site

USD 60,000 - 75,000

Full time

3 days ago

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Benefits offered by this job

Paid Time Off

Medical Coverage

Dental Coverage

Vision Coverage

Life Insurance

Short/Long Term Disability

401(k) match

Tuition Reimbursement

Life Assistance Program

Pet Care Discounts

Job summary

Antech Diagnostics, part of Mars Science & Diagnostics, seeks a Customer Support Technical Content Specialist to advance knowledge management for the Customer Support team. You will craft and curate technical information to enable associates to grow in quality, consistency, and knowledge of processes and products.

The role requires strong writing, organization, and collaboration with leadership to improve SOPs and knowledge workflows. Office/hybrid work setup and travel up to 5% may apply.

Qualifications

2+ years as trainer or technical writer required.
Experience managing a CMS or Knowledge Management System preferred.
Bachelor's degree preferred.

Responsibilities

Support current Technical Content Specialists with knowledge management.
Collaborate with IT to maintain knowledge database access and license audits.
Oversee creation and management of manuals, reports, policies, and procedures to improve experiences.
Review and publish knowledge articles according to annual audit plan and SOPs.
Improve workflows by analyzing processes and suggesting improvements to documentation.
Organize and update materials for new hires and support training programs.
Create and maintain databases/spreadsheets to manage content and projects.

Skills

Technical writing

Knowledge management

CMS

Vet tech

Education

Bachelor's Degree

Tools

CMS

Knowledge Base

Job description

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

The Target Pay Range for this position is as follows:

Loveland, Colorado: $60,000 - $75,000 annually.
Fountain Valley, California: $63,000 - $79,000 annually.

At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

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.

Essential Duties And 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.

Education And Experience

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.

Knowledge, Skills And Abilities

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

Travel

Travel requirements could be up to 5% of the time with peaks and valleys throughout the year.

Working Conditions

The Associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The Associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The Associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The Associate is occasionally required to sit and stoop, bend, kneel, or crouch. The Associate must occasionally lift and/or move up to 15 pounds.

The Associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The Associate will be required to use a computer, spreadsheets, database management, email, video conferencing, and the Internet. The Associate is frequently required to use a calculator, fax, copy machine, and phone system. The Associate will use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present in in office work locations.

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

Benefits eligiblity is based on employment status.