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Support Professional
3 weeks ago
Hiring a support professional to oversee the day-to-day configuration, maintenance, and enhancement of our help desk platform.
Key Responsibilities:- Provide operational and administrative support within the help desk by adhering to established processes.
- Identify, install, configure, and maintain applications to support business objectives.
- Collaborate with teams to create custom workflow configurations.
- Review and optimize triggers, automations, views, and macros to ensure they are up-to-date and effective.
- Evaluate workflows to guarantee relevant analytics are captured.
- Analyze audit logs for troubleshooting and bug resolution.
- Develop and maintain reports and dashboards.
- Define and enforce agent roles according to business requirements.
- Verify agent permissions and ensure access is appropriate.
- Manage agents, including creation, deactivation, role reassignment, and termination.
Requirements:
- At least 3 years of experience as a help desk administrator.
- Experience with help desk software (e.g., Zendesk) is beneficial.
- Experience working in multi-brand environments is advantageous.
- Excellent communication and organizational skills with the ability to multitask.
- Resourceful and creative problem solver.
- Strong team player able to work independently.
- Ability to thrive in a fast-paced environment and deliver timely results.
