EdgeCo Holdings is comprised of several affiliated companies focused on providing a broad array of sophisticated financial products, technology, and support services in the areas of full-service retirement plan administration, brokerage services, and trust & custody solutions. EdgeCo provides these services through numerous subsidiary entities including American Trust, Mid Atlantic Trust Company, NewEdge Capital Group and PensionPro Software.
The Software Documentation Associate with PensionPro Software is part of the Business Team and is responsible for planning, developing, and maintaining clear, concise, and user-friendly documentation that includes a wide range of information products for software, including guides, training lessons, articles, and release notes. Responsibilities include researching, writing, and editing documents and articles to enhance PensionPro’s library of learning materials. Additionally, this position is responsible for understanding how the PensionPro product functions and leveraging that knowledge to assist in servicing clients’ technical problems and inquiries encountered while using PensionPro.
Manage the Help Center library by posting new/updated articles, release notes, and videos and regularly reviewing content to ensure accurate and up-to-date information and functionality of linked pages.
Revise and implement new style standards and conventions for help articles.
Support eLearning lesson and video efforts by contributing to outlines and scripts. Opportunity to record voiceover narration for trainings, if interested.
Create documentation related to upcoming features and releases for client consumption in the Help Center.
Learn and understand the functionality of releases as they occur to convey changes and be a resource for clients. To this end, interface with the Product team to understand release content.
In conjunction with the Training Development Specialist, develop comprehensive storyboards, to include narration scripts, in PowerPoint which serve as detailed plans for eLearning development
Formulate scenarios and stage data with appropriate business context in preparation for software simulation recordings.
Design and develop relevant PDF job aids (reference and how-to guides) to augment eLearning courseware.
Participate in the build, launch, and administration of company Learning Management System as needed.
In conjunction with the Customer Service team, perform Business Acceptance Testing (BAT) upon completion of work from Product Development team.
Promptly resolve client inquiries submitted through the Help Center (Zendesk) by responding with relevant article content and a resolution to their inquiry.
Communicate cross-departmentally with the Product and Development teams when a bug is reported by a client and continue following up internally to be able to report the status back to clients.
Assist in maintaining accurate client records in PensionPro including contact name, contact information, business address, etc.
Skills & Experience:
Experience in technical writing or instructional design to create information products for software.
Experience supporting end-users of software products desired.
Exceptional verbal and written communication and presentation skills.
Ability to work independently and manage workload with limited supervision.
Keen attention to detail and organizational skills.
Working knowledge of PensionPro preferred but not required.
Employees are eligible to participate in company benefits including health, dental, and vision insurance on the first of the month after their hire date. The company also provides a 401(k) plan with company match, group life insurance, short- and long-term disability, as well as additional voluntary benefits for employees to elect participation in.