Job Description:
The Online Support Manager is the driver behind the creation and development of DRI’s online Customer Support Services. These include, but are not limited to, online forums, knowledge base and email product support. This position will be responsible for the creation of all training materials for the Customer Support organization. All activity will be expected to be quantifiable and measurable, with several key customer support metrics coming from this activity.                   

Essential Responsibilities:

• Manage online support tools, including but not limited to, forums, knowledge base, etc.
• Systematically optimize the quality of the customer support delivered online.
• Creation of Customer Support organization training materials.
• Document all processes and procedures.
• Determine and implement quality and performance metrics.
• Prepare performance metrics reports (weekly, monthly, quarterly, annually).
• Maintain and improve all email templates and procedures.
• Manage customer feedback and suggestions.
• Manage Continuous Process Improvement.
• Performs other analysis as required.
• Other duties as required.

Job Requirements:

• Bachelor's degree; BSEE, BSME or relevant degree (Masters Degree desirable).
• 5 - 8 years relevant experience in online customer support and technical support, including at least 1 year in a supervisory or management role, and demonstrated experienced with online communities and web customer support.
• Demonstrated experience in developing and managing key customer support metrics.
• Familiarity with CRM apps, contact center operations and metrics, web tools, knowledge base apps and email systems required.
• Experience with Apple Mac OS X, Windows, Linux, networking and RAID storage devices preferred.
• Demonstrated problem solving and analytical skills.
• Excellent written and verbal communication skills.
• Excellent project management, communication, mentoring and teamwork skills.
• HTML experience a plus.
• Superb computer skills, including Excel and Word.
• Ability to operate in dynamic, fast-paced environment with minimal supervision.
• Must demonstrate a hands on approach.