Customer Success Knowledge Systems Administrator at Nextiva in Scottsdale, AZ
We're actively looking for amazing people like you to join our team! The Knowledge Administrator is responsible for management of the Customer Success Organization's knowledgebase in Salesforce Service Cloud. The Administrator will ensure that the agent facing knowledge base is up to date with the latest articles and the articles provide resolution to customer's issues. They will approve updates/changes/additions to the knowledge set. The administrator will be accountable to the Customer Success Agent community in satisfying their need for seamless access to appropriate support information. They will work with the Product, Engineering and Pre-Engineering teams to maintain proper knowledge including technical requirements, known issues and common resolutions. Key
Responsibilities:
Design and govern knowledge approval process Evaluate article reviews to promote certified solutions Maintain relationships with product and engineering groups to ensure latest information is available Provide feedback to product development to insure that known issues and bugs are addressed Produce data about the use and efficacy of knowledge articles Test routines and processes that are documented in knowledge articles to confirm they work properly Identify key areas where knowledge is lacking and commission experts to author content to fill those gaps Consolidate the current knowledge set into a single source of information for Customer Success Work with Shared Services team members to implement infrastructure for successful scaling of the team and knowledge set
Qualifications:
Bachelor's degree and 3 years' experience in knowledge administration or technical facilitation Experience in inbound technical support contact center environment required Proficiency in contact operations, measurement and analysis Solid understanding of SaaS and UCaaS operations and support Experience in high volume, high productivity voice/chat/email services environments Experience as a system administrator or network technician required Proficiency in the following technologies is beneficial:
BroadWorks, Five9, Akixi, Unity by Kakapo Systems, Inference IVR, Tenfold
Salary Range:
$80K -- $100K
Minimum Qualification
System & Network AdministrationEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Design and govern knowledge approval process Evaluate article reviews to promote certified solutions Maintain relationships with product and engineering groups to ensure latest information is available Provide feedback to product development to insure that known issues and bugs are addressed Produce data about the use and efficacy of knowledge articles Test routines and processes that are documented in knowledge articles to confirm they work properly Identify key areas where knowledge is lacking and commission experts to author content to fill those gaps Consolidate the current knowledge set into a single source of information for Customer Success Work with Shared Services team members to implement infrastructure for successful scaling of the team and knowledge set
Qualifications:
Bachelor's degree and 3 years' experience in knowledge administration or technical facilitation Experience in inbound technical support contact center environment required Proficiency in contact operations, measurement and analysis Solid understanding of SaaS and UCaaS operations and support Experience in high volume, high productivity voice/chat/email services environments Experience as a system administrator or network technician required Proficiency in the following technologies is beneficial:
BroadWorks, Five9, Akixi, Unity by Kakapo Systems, Inference IVR, Tenfold
Salary Range:
$80K -- $100K
Minimum Qualification
System & Network AdministrationEstimated Salary: $20 to $28 per hour based on qualifications.
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