Solarwinds Inc. Knowledge Manager in Austin, Texas
We are SolarWinds
Founded in 1999, SolarWinds delivers powerful and affordable IT management and Monitoring Software to over 150,000 customers worldwide – from global 1000 enterprises to small businesses.
Named by Forbes as one of the top 10 fastest growing technology companies, SolarWinds is improving the way IT Management software is delivered, priced, purchased, delivered and used. Our year over year growth has created the need for a Knowledge Manager to join our global support team in Austin, Texas.
As a Knowledge Manager with SolarWinds, you willplay a critical role in implementing and managing a best in class self-help user experience to our customers around the world. You will champion KCS and self-service success across the organization, partners and stakeholders.Through this initiative, our team aims to provide customers with the exact product knowledge they need, when they need it, and all within a few clicks.
Key Duties and Responsibilities
Primary Duties Include:
Serve as a Knowledge Centered Support (KCS) Champion internally with support technicians as they learn and implement the KCS framework and externally with other departments as we drive the use of self-service.
Collect and report on self-service data that will steer program decisions through the use of Usage Analytics.
Fine-tune search engine configurations to increase the relevance of returned search results.
Monitor and report on potential knowledge gaps and provide article content that can be used to fill those needs.
Maintain and continue to develop in-depth knowledge of SolarWinds products and services, along with the KCS Framework.
Secondary Duties Include:
Collect and report on article creation, aging, and quality data based on internal KCS Content Standards through the use of Salesforce Reporting.
Collaborate with knowledge team members and support supervisors to maintain ongoing KCS coaching and training opportunities for support team members.
Collaborate with knowledge team members and support supervisors to regularly audit knowledge articles for accuracy and adherence to content standards.
Required Skills and Qualifications
Bachelor’s degree or previous experience in a technical support or knowledge team role.
1-2 years’ experience in a Knowledge Centered Support analyst or similar experience as an analyst for customer facing teams.
Analytical thinking and problem solving skills.
Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates.
Ability to effectively determine coaching and/or training needs based on performance data.
Knowledge of technical support principles and practices.
In-depth knowledge of Microsoft Office, particularly Excel and Word.
Passion for agile and data driven work.
Ability to work in a collaborative, results-driven environment.
Preferred Knowledge, Skills, Experience Would be a PLUS:
KCS Practices Certification, V5
Taking ownership and responsibility
Confidence and communication
Work effectively with others
At SolarWinds, we know it’s our people that make us great. Our company is founded on the principles of building a great place to work, delivering an exceptional customer experience and continuing our sustainable high growth business.
We are seeking smart, creative professionals to join in our success.
SolarWinds is an Equal Opportunity Employer
Job ID 2016-8331
# Positions 1
Location US - TX - Austin
Position Type Permanent