Qualys

Knowledge Manager, Customer Support Requisition ID 4234 (BB-CE190)

Found in: Talent IN

Description:
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 repeatsupport issues Drivesupport 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 includingrelated 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 andtaking 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, preferablyin 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

calendar_today3 days ago

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location_on Pune, India

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