Community Moderator New Relic
THIS JOB HAS EXPIRED New Relic
New Relic believes strongly that great engineering comes from great communities and we are here to support and cultivate great engineering by being a "developer's best friend." Building a great community means talking about hard problems, stoking conversation, providing support, and getting people engaged.
A key ingredient to a successful online community is the moderator - a knowledgeable user who is eager to share their product knowledge, lead lost users to safety, and pick up the latest tricks of the trade from other product experts.
We are looking for a talented tech savvy social media wizard to join our Technical Support team focusing on our support communities. This role will be responsible for monitoring, moderating, and maintaining user-generated content, ensuring all users receive the most helpful information about New Relic products and services.
As a member of the Customer Success team, you'll work closely with nearly every department within New Relic, including Engineering, Marketing, and Technical Support. You'll be the center of our online support forums ensuring a useful, safe, and legal community environment while promoting excellent customer service and helping to cultivate a strong community around the New Relic brand.
Some of the stuff you'll be responsible for:
--Create and execute the online community moderation strategy
--Review and moderate (with assistance from support engineers) support-related content within forums to ensure clarity, appropriateness, and accuracy
--Ensure support-related posts are addressed in a timely fashion, coordinating with support engineers as needed
--Provide secondary line of technical support for community questions and issues
--Coordinate with other Community Forum managers/moderators to ensure consistency across all forums and alignment with New Relic's social strategies
--Create effective metrics to help the broader team understand and effectively manage the Community experience
--Guide the evolution of Support forum moderation using your observations and insights
Skills and experience needed to do the job:
--3+ years experience moderating a technically-oriented community
--Strong content management and web-based skills
--Experience with community site design and optimization
--Excellent communication skills; ability to adjust based on audience
--Ability to process technical understanding and a knack for picking up new tools quickly
--Solid understanding/awareness of customer service principles
A little about us
New Relic is a software analytics company that, on behalf of our customers, makes sense of billions of metrics about millions of applications, all in real time. Our comprehensive SaaS-based solution for web and mobile applications consolidates the performance monitoring data into a single, powerful interface. Our 80,000 customers use New Relic every day to optimize more than three million applications.
New Relic is a San Francisco Best Places to Work award winner, an Oregon "Top Workplace" award winner, named a leader in the Gartner's 2013 "Magic Quadrant" for APM companies, a Top 100 OnDemand Company, Best of SaaS (THINKStrategies), Top 100 Coolest Cloud Computing (CRN); 10 Cloud Management Companies to Watch (NetworkWorld) - the list of accolades goes on. More important than all of that: we provide challenging work, opportunities to learn, high quality teammates, a standard-setting product, and a company on the move.
Our office is in the tech mecca of Portland, with easy commute access and a plethora of good eats and great coffee. We provide competitive compensation (including pre-IPO stock options) and big-company benefits (medical, dental, etc.)- all while maintaining the energy, agility and fun of a start-up. We can help with relocation and are open to H1-B transfers.
New Relic is most decidedly an equal opportunity employer. We seek applicants of diverse background and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.
To get started, click on the link below. To fast track your application, let us know in your cover letter why this job, product, and/or company is of particular interest to you. We look forward to talking!
THIS JOB HAS EXPIRED