Technical Support Knowledge Engineer

Job Description

Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. We are looking for a Technical Support Knowledge Engineer to perform quality review to ensure a high level of client support. The Knowledge Engineer will be responsible for monitoring and improving the business processes surrounding the interaction with Degreed clients and end-users; Making sure that the service provided is the best quality and that our brand can be trusted to deliver the same excellence with every interaction.The Knowledge Engineer will do this by initiating quality initiatives, instructing TS agents about technical support policies and procedures, and monitoring the adherence to these policies and procedures. The position is responsible for assisting the Sr. Director of Technical Support with providing regular training on technical support policies and procedures, helping to train and onboard new technical support team members. They will develop monitoring and evaluating processes that analyze critical performance behaviors and metrics to the organization, constantly auditing the effectiveness of training material and protocols. The Knowledge Engineer will also organize support documentation and client profiles, while collecting customer feedback to improve performance and achieve results.

RESPONSIBILITIES

• Provide regular training to the Technical Support team to help them reach their full potential for providing high-quality technical support
• Determine training needs based on findings, formulate improvements and present them to the Sr. Director of Technical Support
• Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues
• Help onboard new technical support engineers and specialists
• Communicate problems effectively and promptly to the Sr. Director of Technical Support
• Conduct audits and review/analyze data and documentation according to company guidelines, providing trend data to the management team
• Develop evaluation programs that analyze critical performance behaviors and metrics to the organization, to unearth the root-cause of problems, possible solutions and provide actionable insight for performance improvements
• Assist on conversations with other teams to drive improvements across Technical Support metrics
• Organize support documentation and client profiles, ensure that data and information are sufficiently accurate and reliable
• Monitor agent performance at team and individual level, gather information to help improve performance and to make sure the team delivering technical support that aligns with Degreed’s values and priorities
• Get customer feedback: find efficient ways to collect client feedback in order to pinpoint areas of improvement
• Stay current with system information, technology, and industry trends
• Participate in continuous quality improvement initiatives and trainings
• Assist and back-up with other duties, as assigned

REQUIREMENTS

• Working knowledge of fundamental operations of relevant software
• Knowledge of relevant ticket tracking applications
• Knowledge and experience of technical support practices
• Related experience and training in troubleshooting and providing technical support
• Oral and written communication skills
• Learning skills
• Leadership skills
• Customer service orientation
• Problem analysis
• Problem-solving
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. See Degreed Jobs for more details on Degreed and why you should come work with us! #LI-DNI Apply for this job