Knowledge Manager, Customer Support

Technical Support Requisition ID 4234 Pune, India

Description

Role & Responsibilities: 

  • Drive creation of Knowledge base articles in Global Customer Support Team by building a culture of knowledge sharing and knowledge reuse to help customers and support engineers more efficiently address any common or repeat support issues 
  • Drive support automation via Knowledge Management by bringing AI capabilities in KM content creation, search, review and reporting areas. 
  • Define and deploy an effective knowledge article life cycle management process. Establish article review, approval, publishing and content deprecation or retiring methods including related technical resources.  
  • General understanding of the Qualys Products and regularly interact/work with Technical Support, Product Management, Engineering, and Operations to obtain an in-depth understanding of the product documentation requirements. 
  • Review /audit of technical documents and knowledge base articles for grammar, content, and style of writing. 
  • Report on article utilization metrics and spearhead efforts to increase quality and effectiveness of Knowledge articles. 
  • Analyze internal and customer feedback; documenting findings and establish plans to improve user acceptance and effectiveness of Knowledge base. 
  • Translate business challenges and requirements into corresponding Knowledge Management Strategy and Solutions 
  • Continual analysis of metrics to improve knowledge content for optimal customer experience such as new requirements, gaps and aged articles. 
  • Maintain support product landing pages and drive self-help opportunities. 
  • Implement and share knowledge best practices to Product Management. 
  • Assist team(s) with topic development and other content improvement initiatives. 
  • Improve search capability of articles across different federated KB tools to enhance self-help tools and knowledge management. 
  • Look for new/better ways to provide customers with up-to-date content (social media, customer newsletters, etc.). 
  • Create and update articles for both existing and future products which will increase usability and overall Customer Experience. 
  • Acting as Reviewer for the articles written by Technical Support engieers. 
  • Moderate the customer community forums at Qualys seeking to find commonly asked questions and support issues or concerns raised and taking forward with concerned teams. 
  • Work closely with Tech pubs (Documentation) & UI teams at Qualys to identify opportunities to improve documentation or UI based on the most commonly used and searched knowledge content. 
  • Work closely with Business Application team and Business Analytics role to enhance KM reporting and workflow Improvements 
  • Work closely with Support Program Management and Automation expert to provide feedback and implement strategies to build and continue to improve support knowledge content/documentation.  
  • Participate in all aspects of a full lifecycle of Knowledgebase management and related processes 

 

Qualifications/skills: 
 

  • Strong Customer focus 
  • Ability to work independently and productively under pressure 
  • Good organizational skills and decision-making ability 
  • Strong technical skills, preferably in IT security domain and good understanding of the Technical support workflow within the Enterprise software/SaaS industry 
  • Business or technology related bachelor degree (or equivalent work experience) is required. A graduate degree is preferred. 
  • Ability to create/edit support centered documentation independently based on various product portfolio and technologies 
  • 4+ years of Knowledge Management experience 
  • Salesforce service cloud and community experience is highly preferred 
  • Understanding and exposure of working on different Knowledge Management technologies and search tool 
  • Extremely strong verbal and written English communication skills & process documentation skills 
  • Good research skills. Ability to quickly digest and compare/contrast large amounts of written material 

 

EEO Employer/Vet/Disabled