Technical Content Specialist

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Assist current Technical Content Specialists with knowledge management tasks.

• Work in collaboration with IT to manage user access to the Customer Support Knowledge Database.

• Regularly audit the IT user database and oversee license audits.

• Curate, create, and oversee technical knowledge content, which includes manuals, reports, policies, and procedures.

• Evaluate internal processes, identify opportunities for improvement and emerging trends, and suggest enhancements to workflows and Standard Operating Procedures (SOPs).

• Review, enhance, and republish knowledge articles based on user requirements and the annual audit schedule.

• Coordinate documentation updates with technical subject matter experts, leadership, and associates.

• Provide administrative and analytical support for the launch of new products, software, and processes.

• Develop and implement strategies for continuous improvement in Knowledge Application Areas.

• Create and maintain databases and spreadsheets related to content, workflows, and knowledge-base initiatives.

• Generate, execute, and sustain analytical reports on content and usage.

• Organize and refresh onboarding materials and assist with new-hire training.

• Encourage collaboration and knowledge sharing among departments and users.

• Adhere to and refine change-management principles and processes in Knowledge Management.

• Perform additional duties as assigned.

⛳️ Requirements

• Preferred experience as a veterinary technician.

• Minimum of 2 years of experience as a trainer or technical writer is preferred.

• At least 2 years of experience managing a Content Management System (CMS) or Knowledge Management System is preferred.

• A Bachelor's Degree is preferred.

• Ability to work independently in an organized and responsible manner.

• Capability to collaborate effectively with the team manager and leadership.

• A strong passion for supporting a customer-focused team.

• Excellent organizational, analytical, problem-solving, communication, and active listening skills.

• High attention to detail and ability to communicate and teach technical information succinctly.

• Proficient in defining problems, gathering data, establishing facts, drawing valid conclusions, and making recommendations.

• Calm demeanor, empathy, professionalism, and a strong focus on customers and associates.

• Ability to analyze patterns and identify areas needing improvement.

• Exceptional written and verbal communication skills.

• Capability to create targeted knowledge-base articles for various audiences.

• Understanding of well-structured, searchable content and its influence on associate self-service.

• Travel requirements may be up to 5% of the time.

• Proficient in using computers, spreadsheets, database management, email, video conferencing, Internet, calculators, fax machines, copy machines, phone systems, overhead projectors, PowerPoint, and Microsoft Teams.

🏝️ Benefits

• Paid Time Off & Holidays

• Medical, Dental, Vision (Multiple Plans Available)

• Basic Life Insurance (Company Paid) & Supplemental Life Insurance

• Short and Long Term Disability Insurance (Company Paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Discounts on Pet Care