Product Support & Documentation Specialist

Ihre Aufgaben

As a Product Support & Documentation Specialist, the ideal candidate will be responsible for customer-facing documentation (manuals, online help, etc.) and internal documentation to help our service staff (work process descriptions, templates for answers in customer support, video tutorials, etc.). Moreover, the role requires facilitating ticket dispatching, vetting ticket compliance against Service Level Agreements (SLAs) and ensuring proper ticket- and support queue management.,

• 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

Ihr Profil

• Proficiency in the Microsoft Office suite including SharePoint, Adobe Acrobat (PDF editing and generation), markup languages (i.e. Markdown, reStructuredText, PlantUML, HTML), creating context-sensitive HTML help (i.e. Doc-to-Help)

• Excellent cross-team communication, collaboration, and people skills

• Track record of focusing on continuous improvement

• Accustomed to working with ticketing systems and monitoring ticket KPIs

• Well organized to manage timelines, and coordination skills across teams

• Proficient in English. Spanish and Portuguese a plus, but not necessary.

Personal skills

Value driven professional Humble 1. Ready to listen and to share expertise and best practice across teams 2. Open for feedback and flexibility to adapt

Ambitious 1. Taking accountability to drive results 2. Going the extra mile for great customer experience

Smart 1. Ability to prioritize multiple tasks and to set focus 2. Passionate to find pragmatic solutions and to innovate

Humane 1. Caring for other's well-being in a remote working environment 2. Advocates diversity and fairness

Qualification

• Hold a professional degree and/or demonstrate relevant work experience

• Technical Writer experience

• Customer Care and/or Customer Support experience

• Project Management experience is a plus but not necessary

• Payments industry experience is a plus

• Proficient in English

• Spanish and Portuguese are a plus but not necessary

Wir bieten Ihnen

• Culture of trust, appreciation, innovation and opportunities

• The opportunity to make a difference in an agile and fun environment

• Work with clients in various industries around the world

• The opportunity to grow continuously as our technology field is so dynamic

• Competitive compensation and benefits package including profit sharing