Profile title: Online Community Manager
| Summary statement: | Provides an interactive environment in which users, customers and colleagues can collaborate together. | |
| Mission: |
- Create and maintain such collaborative applications as wikis and forums in order to foster a sense of community surrounding the enterprise. - Work in tandem with Customer Support and/or Hotline Operators to provide support and knowledge sharing for the issue ticketing system. |
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| Responsibility: | The ability for customers and users to quickly and effectively resolve issues and questions, and to provide a feedback mechanism for the enterprise. | |
| Deliverables: | Accountable |
Contributor |
• Wiki. • Forum. • Internet Chat. • Ticketing System. • External email accounts (user support, questions, etc). |
• Infrastructure planning. • Hotline Operator support. |
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| Main task/s: | • Provide collaboration tools. • Respond to incoming requests and questions. • Follow-up customer and user requests. • Moderation of forums. • Management of ticketing system. |
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| Environment: | Usually works in tandem with infrastructure and internal development teams. Spends much of their time online, validating the effectiveness of the collaboration tools. |
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| KPI’s: |
• Customer satisfaction. • Number of outstanding emails / tickets. • Rate of email / ticket closure. • Forum activity. |
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This profile has been generated by the EQF i-Serve project, and is based on the e-Competence Framework of CEN. The EQF i-Serve project aims at helping training organizations to develop trainings that correspond to the needs of the industry and are based on emerging knowledge, skills and competences description standards that guarantee comparability across Europe.
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