Zendesk Certified Freelancer

2 months ago

Pune Maharashtra, India AimNity AI Full time

Role And Responsibilities

○ Manage the Zendesk instance across multiple brands

○ Help standardize and optimize configurations but also lead initiatives of

Integrations With Other Applications Within The Company

○ Monitor the performance of automation, triggers, and workflows within the

Zendesk instance

○ Monitor and use performance data to identify pain points and efficiency

opportunities

○ Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business

○ Research and integrate additional apps/3rd party systems as dictated by

business needs

enhancements and releases

○ Establish and maintain operating procedures for the administration of the

the platform that is consistent with overall company policies and guidelines

○ Partner with leadership to develop strategic initiatives within the Care

organization to fully utilize our CRM platform to ensure process improvements,

enhanced customer experience, and drive continuous improvements

○ Ensure the Customer Experience teams are set up for success through efficient and effective use of the Zendesk suite

○ Work closely with the Customer Experience leadership team to identify and improve upon areas of opportunity within our current workflows

○ Partner with our cross-functional teams to build integrations and workflows between our backend systems and our Support team interfaces

○ Build and maintain Zendesk Explore dashboards

○ Develop and maintain a comprehensive knowledge base and self-service resources within Zendesk to empower customers with self-help options

○ Stay updated on Zendesk updates, features, and industry best practices to ensure the platform is effectively utilized to its full potential

○ Conduct regular audits to ensure data accuracy and compliance with internal policies and regulatory requirements

○ Build and maintain our AI assistant to ensure high-quality, low-touch resolutions across all channels.

○ Effectively build and maintain chat functionality, including chat automation.

**Qualifications**:
○ 3+ years of Zendesk administrator experience with in-depth knowledge of

Support, Guide, Explore, Sunshine SQL, CSS, and HTML - including API/App

integrations

○ Ability to communicate vision, strategy, and statuses of projects to leadership

○ Ability to translate business requirements into technical deliverables

○ Proven ability to deal with ambiguity in a rapidly changing business environment

○ Ability to root cause and solve complex user issues within Zendesk

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

**Job Types**: Full-time, Freelance
Contract length: 1 month

**Salary**: ₹45,000.00 per month

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- total work: 3 years (preferred)

Work Location: Remote

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