Zendesk Support

2 weeks ago

Hadapsar Pune Maharashtra, India Antal International Full time

Design, build and drive the adoption of communications and collaboration solutions based on Zendesk.
- Create proof-of-concepts to demonstrate functionality and features according to business needs.
- Act as champion for optimizing user experiences and leveraging best system practice.
- Manage solution scope, testing, training, and key performance indicators.
- Stay current on the Zendesk roadmap and work closely with the vendor to communicate our needs.
- Work with customer advocacy leaders to define business and operational important metrics.
- Track, measure, and report on critical metrics to demonstrate the value, impact, and return on investment of the customer advocacy programs by evaluating its impact in revenue retention.
- Build foundational reporting to track the health of Customer advocacy programs and plan a long-term reporting roadmap.
- Participate in weekly critical metric reviews and be prepared to present the root cause of underperformance or improvements.
- Partner with extended analytics teams from Marketing, Web/SEO, xDR, Growth and Monetization to get to data insights quicker.
- Collaborate effectively with multi-functional teams -success Product, marketing, web, product, sales and our Enterprise Data & Analytics team to achieve maximum results.
- Be thorough about monitoring metric performance and don't hesitate to point out new trends or flag potential issues.
- Implement and customize widgets and third-party integrations to enhance the Help Center's functionality and user experience.
- Troubleshoot and resolve technical issues related to Zendesk configurations, API integrations, and data synchronization.
- Design and implement scalable and efficient solutions in line with best practices and Zendesk guidelines.
- Work closely with the IT and development teams to connect Zendesk with other systems, such as Salesforce, to facilitate seamless data exchange.

**To Be Successful You Will Have**:

- Bachelor's degree in a technical field with 5+ years' overall experience as a senior level Business Analyst or Solutions Consultant and preferably 3+ years on Zendesk
- The ability to communicate effectively with all levels of staff and management both verbally and in writing. Demonstrated presentation and training skills.
- The ability to work independently and collaboratively to organize and manage multiple projects from inception to completion between cross functional teams with a focus towards business usage and practices.
- Experience in data science, business analytics, revenue analytics, marketing analytics, product analytics and/or customer analytics
- Track record of creative thinking with a focus on consistent improvement on existing processes and programs to take our customer advocacy to the next level.
- Reporting and BI development experience. Proficient in SQL coding
- Experience with Tableau, MicroStrategy, Looker or similar BI tools
- Excellent written and verbal communication skills. Comfortable presenting data and providing recommendations with confidence to senior-level partners, even when there is ambiguity involved.
- Familiarity with customer advocacy programs and important metrics
- Scripting in Python or R a plus
- The ability to multitask and prioritize multiple stages of a project efficiently
- Proficient in Zendesk back-end development, including writing and optimizing Zendesk apps and customizations
- Extensive experience in integrating Zendesk with other systems, particularly Salesforce.
- Solid understanding of web technologies such as HTML, CSS, JavaScript, and RESTful APIs.
- Familiarity with Zendesk API and webhooks for data retrieval and synchronization.

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