FLSA Classification

Exempt

Reports to

Technical Support Manager

Job Description

Summary/objective

The Technical Documentation Specialist role is a critical part of our Technical Support team. The role is focused on developing product documentation, technical guides and video content for the Support team, end-user guides for our portal, running daily/weekly/monthly reports for trend analysis, as well as helping to create and maintain a working knowledge base. The role also serves as one of the active supervisors for the Technical Support Department. The Technical Documentation Specialist will write, publish, and distribute technical documents and videos, including but not limited to manuals, workbooks, reference guides, troubleshooting scripts, release notes, and service bulletins for our products. The Technical Documentation Specialist will also assist with developing training guides for the department staff. The Technical Documentation Specialist will work with the Online Content creator on the Training team to maintain our Technical Resources page. The Technical Documentation Specialist will partner with the department management team to deliver top-notch technical support for our customers.

Essential Functions

• Maintains a record of all corrections and revisions to documentation.
• Responsible for maintaining and updating the Technical Resources web site as part of our Conqueror Maximization Resources.
• Collaborate and confer with stakeholders to document subject material and technical specifications.
• Display consistent time-management ability.
• 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.
• Manage multiple projects.
• Meet all related release and documentation deadlines.
• Run daily, weekly, and monthly reports for the department.
• This is a supervisory role for the Technical Support team.
• May be required to perform other duties as requested.

Supervisory Responsibilities

This position is one of the supervisors for Technical Support. In this capacity the role will work with management to help monitor and guide team members, while showing a capacity for clear, reasoned decision making.

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, power skills, and work ethic.
• Highly motivated, independent, and self-directing.
• Ability to utilize multiple desktop publishing and video/still-image editing programs. Knowledge of SEO.
• 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.
• Demonstrates leadership and conflict management skills.

Experience with the following is preferred but not required:

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

Travel required

• Some travel required (10% - 15%)

Hours

• 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

• A high school diploma, along with experience and education, is required. BA/BS is a plus.
• Technical Writing: 2 years

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.

Signatures

This job description has been approved by the following:

Manager______________________________________ Date ________________

HR__________________________________________ Date _________________

The signature below indicates the employee's understanding of the position's requirements, essential functions, and duties.

Employee______________________________________ Date__________________

QubicaAMF Worldwide LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information, marital status, socio-economic status, amnesty, status as a covered veteran and any other class protected by applicable federal, state and local laws. The company complies with appropriate state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of work, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.