Programs Manager -Technical Support Operations
Kofax
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.
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