▷ (3 Days Left) Zendesk Specialist

6 days ago

Hyderabad, India STATS PERFORM Full time

Job Description

Responsibilities:

- Working in a fast paced, agile environment alongside our Customer Services Operations team to deliver our Customer Experience strategy
- Working to optimise our instance, launch new initiatives and improve the agent experience
- Administering the Zendesk platform and maintaining all supported channels, business rules and agent groups, updating views, managing integrations, and troubleshooting issues as needed
- Manage all of our existing channels and working alongside our Product Managers to introduce any new channels and markets
- Working to consistently improve our routing to drive agent efficiencies.
- Utilising problem-solving skills to create solutions in Zendesk where no out of the box solutions might exist.
- Working directly with Zendesk or any third party for internal tooling improvements
- Owning user reporting both real time and past performance statistics via Zendesk and constantly iterating and making improvements to this flow, consulting with various stakeholders along the way.
- Managing User profiles to ensure optimum utilisation of the platform
- Educating other key stakeholders on how to self-serve in Zendesk to decentralise administration where possible and create contingency plans in case of incidents whilst maintaining governance as our main admin.

Qualifications

Requirements:

- At least 3-5 years of Zendesk admin experience
- Proven building from scratch and problem-solving skills in Zendesk
- Ability to capture and utilise data to make decisions
- Experience in prioritising tasks and solutions
- Experience in implementation or maintenance of Zendesk Messaging
- Any experience with navigating and updating legacy HTML, CSS, and JavaScript
- Zendesk Admin Certifications is a plus

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