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.