Programs Manager -Technical Support Operations

GO-E027

Business Centre "Labirint" 5th Floor Liulin 10 District, Sofia, Sofia,

Mid Career

Technical Support

Full-Time/Regular

Job Purpose

The Tungsten Automation Programs Manager will be responsible for managing day to day operations and ongoing support of various systems including SalesForce, Knowledge systems, projects, and programs on behalf of Tungsten Automation Technical Support. The primary goals are to maintain, moderate and report on systems utilized by our partners customers and agents in the delivery of support services. The successful candidate must have a strong vision of what that world class support should look like and how it should operate and be able to build consensus around a shared vision with all other departments at Tungsten Automation.

Key Responsibilities:

• Coordinate cross-departmental participation in consensus building
• Coordinate Technical Requirements and Status Reports
• Created and Maintain SOPs
• Utilize SQL and standard reporting tools to report on Support, Knowledge, and Community
• Define community participation, responses, and moderation
• Contribute directly to community content and moderation
• Implement Reporting and management tools
• Coordinate Administration and Maintenance of systems
• Communicate status, timelines, issues, features, and benefits to appropriate internal and external parties.

Successful candidates will have familiarity and some expertise with the following technologies, and will have the opportunity to learn and work with others

• Knowledge of and general understanding of software systems
• Experience with online communities
• Excellent documentation writing and proofing skills

• A college degree (a technical curriculum is preferred) or equivalent experience.
• 1-3 years of experience managing online customer communities, KB systems and Support systems.
• Excellent written, verbal, and technical communication skills
• Experience writing and maintaining SOPs and requirements documents
• Must be a self-starter who works equally well independently and in a team environment
• Work with cross functional internal and external audiences
• Independent problem solver
• Proven ability to interpret data and drive strategies

Other Responsibilities

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands for computer controls, and reach with hands and arms. The employee is occasionally required to walk.

Tungsten Automation Corporation, Inc. is an Equal Opportunity Employer M/F/Disability/Vets

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.