comforte AG · 8 hours ago

Product Support & Documentation Specialist

United States

Full-time

Remote

Mid Level

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ComputerInformation Technology

Culture & Values

Hiring Manager

Aida Shah

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Responsibilities

Managing the technical documentation (manuals, online help), if not maintained and stored independently by R&D employees

Defining standards for the product manuals with regard to layout, document filing, tools used

Maintaining changes to the documents on request, revising the layout of the documents

Working together with the Development team and the HPE Liaison Team and making decisions after consultation

Conducting Training Sessions for comforte and partners

Creating Tutorial Videos

Leverage internal company chat channels to assist internal users with ticketing system questions

Monitoring ticketing queues, ticket hygiene, SLA timers, and ensuring prompt action, vetting/cleanup, escalation, and queue routing as necessary

Maintaining the internal handbooks for internal support documentation, process, and potential customer playbooks

Maintaining 24x7 support team scheduling, changes, call center flows, and emergency process/procedure auditing and testing as needed

Internal initiatives as needed to achieve annual company goals

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Microsoft OfficeAdobe AcrobatTicketing SystemsEnglish ProficiencyTechnical WritingDocumentation ManagementHTML Help CreationCustomer Support ExperienceProject ManagementPayments IndustrySpanish ProficiencyPortuguese ProficiencyCross-Team CommunicationContinuous ImprovementCoordination SkillsVideo Tutorial Creation