[Hiring] Technical Content Specialist @Antech Diagnostics

Role Description

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.
• Collaborate 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.
• Facilitate documentation updates based on user feedback by collaborating with technical SMEs, 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.
• Create, run, and maintain any recommended analytical content and usage reports.
• 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.
• Perform other duties as assigned.

Qualifications

• 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.
• 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.
• 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.
• Ability to create targeted knowledge-base articles that span multiple audiences.
• 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.
• 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 office work locations.

Benefits

• Antech offers an industry competitive benefits package.
• 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.