Technical Content Specialist

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.

• 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.

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.

• 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.

• 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…