Knowledge Base Specialist

Technical Support Knowledge Base Specialist
Dept: Customer Support

Reports To: Technical Support Manager

General Summary

The candidate must be technical oriented person with extensive networking experience. The person will be working with engineering, marketing and support staff to understand current issues and create customer oriented knowledge base contents to address these issues. The knowledge base will be used both internal and external users. The person will also be responsible for planning, coordination, and publishing of approved public content.

Principal Duties and Responsibilities

• Create and manage the contents of the knowledge base.
• Review internal documents and prepare for public dissemination.
• Periodically review public content for accurate information.
• Interacting with support, engineering, and marketing regarding potential new content materials.
• Working with the current knowledge base system to write and publish knowledge base articles.
• Designing and generating reports exhibiting various metrics to demonstrate effectiveness of knowledge base.
• Coordinate to ensure system update time and availability.
• Providing various ad-hoc as well as standard reports to the management team.
• Monitoring customer feedback and input.
• Recommending Customer Support process improvements to enhance customer satisfaction pertaining to customer feedback.
• Acquiring product knowledge to enhance interaction with customers.
• Following and adhering to Customer Support procedures and processes.

Requirements

• BS degree in technical or business related discipline or equivalent experience and a minimum of 3 years of experience in a support environment.
• Must have hands-on experience in networking products such as network adapters and routers.
• Candidate must have excellent communication and presentation skills especially in writing. Prior technical writing experience is preferred.
• Demonstrated experience in web content creation using html.
• Must have excellent analytical, organizational, prioritization, and time management skills.
• Must possess effective problem solving skills.
• Ability to multi-task and work under dynamic conditions and constraints.

Characteristics/Values

Works well in a team environment. Possess excellent communication skills and conflict resolution techniques. Is dependable, flexible and resourceful. Self-starter who does not require much supervision. Possess a strong customer service attitude.

Disclaimer

The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive or all-inclusive list of all responsibilities, abilities, duties, and skills required to do the job.

Contact: engineering.jobs@netgear