"It's an interesting question and we've tried a few different ways to identify opportunities within our self-service experience to improve documentation (primarily break/fix docs and how-to content). The biggest obstacle we've found at…"
"I'm with Paula.
For me, the essential question about your community is whether it is going to be a community of like-interested/like-minded users that genuinely want to help other users, or whether your community will act as a support…"
TSIA Champions in Support Services is an exclusive, members-only group made up of some of the best & brightest in the industry today. Champions are nominated by TSIA primary contacts in each of TSIA's member companies.See More
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YES - Support Services Discipline
Primary Job Function
Please provide a brief bio and collaboration interests (not required)
I manage the Product Support Engineering group, focused on making Norton products more supportable, improving product quality and providing agents and customers with support solutions to program questions, problems and failures.
In our product quality role, my team focuses on maturing in-field product defects that help improve the supportability of Norton products. As a bi-product of our close proximity to the overall support priorities, we also own providing the content layer - knowledge base documents, FAQ's, decision trees, support automation, etc. - for both Norton customers and agents globally.
We also work with Product Management to help set support priorities for future versions to improve future product supportability and quality and provide reporting to the business unit concerning the impact of deployed fixes, patches and in-lines.
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