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Online Support Manager Ruckus Wireless
The Online Support Manager is a key role within the Customer Support organization, reporting to the Director of Support Operations . This role will be responsible for strategic development, and day-to-day management, of the Knowledge Management system and processes for Ruckus Wireless Inc. The Online Support Manager will establish innovative methods of knowledge collection and dissemination to internal and external customers and partners Main Duties
Develop an effective and repeatable, ITIL and Knowledge Centered Support standards-based Knowledge Management process
Facilitate cross-functional Knowledge Management process coordination with stakeholders from Customer Support, Product Management, Engineering, Marketing, Tech Pubs, and Operations
Establish internal and cross-functional processes and systems to drive the reduction of incident resolution time and customer effort
Establish authoring, maintenance and lifecycle for KB content
Maintain metrics-driven process to help measure customer satisfaction and ROI for Knowledge Management and CRM systems
Communicate issue status and progress to internal and external parties
Desired Skills & Experience
Knowledge Centered Support certified - ITIL certification is a plus
Has proven experience with knowledge management and social collaboration systems (such as Consona Inquira and Salesforce.com knowledge)
Has both technical and functional expertise with CRM systems (salesforce preferred)
Has excellent communications skills, including verbal, written and presentation skills
Has experience leading consistent knowledge base article process and workflow development with global Customer Support, engineering, Technical Publications, product management and Training organizations
Quickly understands the business issues and data challenges of global Customer Support organizations
Has experience reviewing and editing requirements, specifications, business processes and recommendations related to proposed solutions
Has experience developing business and functional specifications
8+ years in support, backline support, and or knowledge management
Has led the implementation of a technical support application/tool or CRM system
Effective relationship and team builder
Strong technical background in Wired and/or Wireless networking
Proven ability to partner successfully with multiple teams and customers outside their direct influence
Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users
Related BA/BS or advanced degree preferred
Able to travel to other locations on occasion
| Location: | 880 West Maude Avenue Suite 101 Sunnyvale, CA 94085 United States |
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Ruckus Wireless
Investors: Investor Growth Capital, Sequoia Capital, Sutter Hill VenturesAll Jobs: at Ruckus Wireless
| Web Site: | www.ruckuswireless.com |
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| Headquarters: | 880 West Maude Avenue Suite 101 Sunnyvale, CA 94085 United States |
| Industry: | Networking and Equipment |
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