Knowledge Engineer
RightNow Technologies, Inc (Helena/Butte, Montana)

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Please apply online at http://jobs.rightnow.com

Want an exciting career in software product marketing while leveraging your industry knowledge?  Consider working for RightNow Technologies, headquartered in Bozeman, Montana, with offices worldwide.  Over 700 employees strong, RightNow provides leading next-generation CRM solutions that help companies deliver great customer experiences while reducing costs.  Work in the hot software as a service space by joining a growing company pioneering and focused on delivering award winning customer experience solutions for over a decade.

 

As Knowledge Engineer you will create, monitor, and maintain content in the Customer Support knowledgebase to maximize the ability of RightNow Technologies’ customer base to serve themselves answers to common technical issues.

 

Thorough knowledge of RightNow Technologies products, both current and forthcoming Monitoring of all incoming support incidents for trends, assignment of incidents to CSRs as appropriate Content editing (technical accuracy, readability, grammar) and (where applicable) publishing of CSR responses to customers and the support database Maintenance of public content in the support database to keep it accurate, relevant, and current Liaison with development and documentation groups as required to perform dutiesQualification Requirements:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Bachelor of Science or higher in a technical discipline, or equivalent experience

Experience:

5+ years working in customer/field service environment or equivalent

1+ years experience in technical writing or equivalent

Physical Demands:

The duties of this job require the employee to regularly perform repetitive hand and wrist movements at a computer keyboard. Employee is regularly required to sit for long periods of time. Close vision is required for PC work.