RNT Knowledgebase (KB) roles
RNT= RightNow Technologies. It’s the web-based application we use to publish FAQs aka Knowledgebase (KB) items aka Answers, dynamically bring relevant content up front for self-service, answer customer e-mails and now will also be used as KB for level 1 consolidated call center reps.
Roles are guidelines in the use of the application (not set in “stone”):
Knowledgebase (KB) Administrator-Divisional
-Maintains backlog (no more than 3-business day response time)
-Monitors and maintains key metrics (to be finalized); delivers reports (pulled from RNT analytics console) to management on a monthly basis.
-Sets priorities and assigns staff to Answer e-mails or other KB related projects
-Is able to recognize Customer Experience (FEEDBACK) concerns (i.e. product, usability, web, etc.) and raise awareness to management
-Ensures email Quality Standards (see attached) are met
-Is responsible for reviewing and correcting eCSR responses, as needed
-Based off input from various sources (both internal and external), is able to assign or correct errors, omissions, make changes and/or additions to KB, and web as needed, within a 3-business day turn around time.
-Is a Content Publisher- able to locate files, images, docs, media, etc. for inclusion on web and/or KB (not necessarily a content creator)
-Is able to determine Corp concerns (i.e. Legal, safety, branding, International, etc.) and respond accordingly.
-Familiar with all aspects of division websites and KB
-Is responsible to ensure each KB item (FAQ) is reviewed annually (at least)
- Must have basic HTML and excellent PC skills
-Can also answer e-mail as needed
Technical Advisor(s)-Divisional
-Provides information regarding Answer accuracy and validity.
-Key source of divisional information (i.e. product, technical, processes, etc.) for both eCSRs and KB admin.
-Can assist KB administrator with developing content for eCSR (i.e. “canned” content) as well as public information for inclusion on web.
-Is able to determine Corp concerns (i.e. Legal, safety, branding, International, etc.) and respond accordingly.
eCustomer Support Representative(s) (eCSR)-Divisional
-Answer e-mails within prescribed 3-business day timeframe. Is able to shift priorities as needed based off volume
-Must have excellent communication skills (esp. grammar) via an electronic medium (e-mail, chat, etc.)
-Able to work with multiple projects with varying priorities.
-Assists KB Administrator as needed (i.e. build content, review websites, check links, etc.)
-Should also be phone available as needed (CSR)