Associate Programs Manager - Technical Support Operations

Job Purpose

The Tungsten Automation Associate 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 the ability to coordinate, track and report on multiple projects simultaneously and be ready for shift in projects priorities.

Key Responsibilities:

• Coordinate cross-departmental participation in consensus building
•         Coordinate Technical Requirements and Status Reports
•          Created and Maintain SOPs (Standard Operating Procedures)
• Learn and Utilize reporting tools including SQL and standard reporting tools to report on Support, Knowledge, and Community
• Contribute directly to community content and moderation
•  Coordinate Administration and Maintenance of systems
•  Communicate status, timelines, issues, features, and benefits to appropriate internal and external stake holders.  

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
• Work with cross functional internal and external audiences
• Independent problem solver
• Ability to interpret data and drive strategies

•         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.