Technical Documentation Specialist - MSI

MSI Solutions

May 29, 2018

Website :

Location :

Phoenix, AZ

Job Type :

Full Time

Company Description :

Multi-Systems, Inc. (MSI Solutions) is a leading cloud services technology company delivering hotel property technology and guest management solutions since 1990. Having installed over 5,800 hotels and resorts throughout North America, we are one of the largest providers of fully integrated guest management systems. Our team at MSI focuses on “total system solutions” for management companies and hotel chains by providing central reservation, marketing, revenue, and guest system integration.

MSI Solution’s success lies in one of several Guiding Principles, which adopts a belief in actively listening to our team of hotel and technology professionals, who then provide in kind the same loyalty to our customers. This philosophy sets MSI apart from the competition and has sparked over 20 years of satisfied customers, innovative technology, and exceptional service and support.

Job Description :

The Technical Documentation Specialist is responsible for creating documentation to be used by internal and external customers to assist them with the use of our software. This documentation will include, but is not limited to, training documentation, knowledgebase articles, technical overviews, Standard Operating Procedures (SOP’s), FAQ’s and how-to’s, and other technical documentation as needed. The goal of the Technical Documentation Specialist is to create documentation to enable users of our software to self-serve, and to facilitate our technical support team to ramp quickly and with significant depth of knowledge of our products.

  • Be action-oriented, responsible for supporting our users and support team by creating technical content to support our software product suite & solve problems users face
  • Specifically, create technical learning documentation, such as knowledgebase content, training documentation, technical overviews, SOP’s, FAQ’s, and how-to content
  • Capitalize upon your intellectual horsepower and perspective to plan, visualize, organize, and creatively implement content structure hierarchies (as applicable) within our knowledge and technical learning tools
  • Use your process management and written communication skills to build a documentation framework for all software products such that there is a consistent, repeatable system for all documentation types
  • Become knowledgeable about our products suite in order to document product use cases in a comprehensive manner, in order to best facilitate user self-service
  • Utilize your excellent judgement, in tandem with business-level reporting to determine priority setting for documentation
  • You will work collaboratively with your manager and other departments such as product development, Research and Analysis, Sales & Marketing to achieve goals, resolve customer usage issues, provide ideas for product or process improvement, and tackle projects
  • You will have deep awareness, knowledge, and analysis of department metrics & statistics
  • You will innovate daily. You’ll constantly seek out ways to improve the customer experience, the employee experience, efficiencies in technician workflow, supervisor interactions with technicians, reduce open ticket count and aging while providing better resources for both customers and employees.
  • Minimum 2-3 years’ directly relevant experience om technical writing and/or related experience in a service industry, preferably within the hospitality software space
  • Considerable technical competency/aptitude to understand and effectively be able to communicate technical terms and product usage techniques to a non-technical audience (external users) as well as a highly technical audience (internal users)
  • Creative, articulate, dynamic, self-motivated problem solver with the ability to translate and communicate how to use our software to a diverse audience
  • Be able to mine & harvest data from internal systems to aid in prioritization of documentation
  • High level of business acumen & professionalism 
  • Exception attributes in the following areas:
    • Attention to detail
    • Interpersonal skills
    • Written communication skills
  • Experience delivering high-quality documents within tight deadlines
  • Review content periodically to ensure all documentation is current and evolve documentation to better meet user needs  

Is This You?

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“An Equal Opportunity Employer”