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Zendesk Specialist- Mumbai/Bangalore

Nielsen · 30 days ago
Negotiable
Full-time
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At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future. 

Gracenote is an entertainment data and technology provider powering the world’s top music services, automakers, cable and satellite operators, and consumer electronics companies. At its core, Gracenote helps people find, discover and connect with the entertainment they love. Daily, Gracenote processes 35 Billion rows of data and is quickly becoming a world-leader in return-path “big data.” Over the past 2 years, the company has grown to more than 1800 employees in 20 countries, including over 400 of the world’s top engineers with a passion for music, video, sports, and entertainment technology. 

We are actively searching for an experienced Zendesk Specialist to support our Customer & Partner Experience (CPX) operational transformation in our continued efforts to scale and further advance our customers’ and partners’ experience.

As a Zendesk Specialist, you will manage our new customer service platform and execute our commitment to delivering a top-class experience across our service touchpoints. You will take ownership of the configuration, customization, and optimization of our Zendesk platform to support our global Customer and Partner teams and ensure seamless customer interactions.
The position requires excellent organizational, self-motivation and interpersonal skills, as well as the ability to design and implement end-to-end strategic and innovative Operational solutions with a continuous improvement mindset.

RESPONSIBILITIES

  • As our Zendesk expert, configure and administer the platform to ensure optimal performance and meet evolving needs. This includes managing business rules, agent groups, ticket routing, integrations, and automations.
  • Lead the integration of Zendesk with third-party applications (e.g., Jira, ServiceNow) to streamline workflows and enhance data flow.
  • Develop and implement onboarding programs for new Zendesk users, both internally and externally.
  • Analyze Zendesk data to identify trends, pain points, and opportunities for improvement. Translate insights into actionable solutions to optimize the platform and enhance customer experience, creating solutions in Zendesk where no out-of-the-box ones might exist.
  • Own the creation and maintenance of comprehensive reports within Zendesk, providing valuable data to stakeholders for informed decision-making.
  • Educate key stakeholders on how to “self-serve” in Zendesk to decentralize administration where possible, create contingency plans in case of incidents whilst maintaining governance as our main admin.

REQUIREMENTS

  • At least 5 years of experience as a Zendesk Admin or Specialist, with a strong understanding of Zendesk functionalities, including ticketing systems, automations, and integrations.
  • 2+ years of experience in automation, configurations, reporting and integrations using Zendesk platform
  • Proficiency in building and managing integrations with third-party applications using APIs or pre-built connectors.
  • Strong technical background, including proficiency in managing and configuring helpdesk systems, automations, triggers, workflows, and reporting.

  • BONUS POINTS:
  • Zendesk Expert or Admin  Certification.
  • Experience with scripting languages (e.g. Python) for automation.

Last updated on Mar 26, 2024

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About the company

NielsenNielsen provides data analytics and measurement services for media and marketing industries, helping clients understand consumer behavior and trends.

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