Work Set-Up: Onsite during the onboarding period, transitioning to a work-from-home setup thereafter.
Work Schedule: Pacific Time Zone
Job Highlights:
- Competitive Salary
- Non-taxable Allowance
- HMO Coverage after a month
- Mentoring and development programs for career growth opportunities
- Employee engagement activities
- “Family-oriented” culture
- Fixed Weekends Off
Job Description:
The client is revolutionizing customer service with a seamless blend of AI automation and human support. Our goal is to deliver the most friendly, fast, and frictionless customer experience in the industry. We are in the process of building and integrating advanced tech solutions to create an outstanding multi-channel customer service platform.
We are looking for a Zendesk Specialist to join our team and play a key role in configuring, optimizing, and managing our Zendesk setup. This person will help us create a world-class customer service experience.
Duties and Responsibilities:
- Setup and Configuration: Customize Zendesk to meet our specific business needs, including ticketing, workflows, automations, and multi-channel support (email, phone, chat, and social media).
- Integration: Collaborate with the integration specialist to ensure seamless integration between Zendesk and other systems such as Twilio Flex, QBO, etc.
- Automations and Workflows: Build and optimize workflows and automations to improve efficiency and customer experience across multiple touchpoints.
- Custom Reporting and Analytics: Create custom reports and dashboards to monitor key metrics such as customer satisfaction (CSAT), first response time (FRT), and resolution times.
- User Training and Support: Train internal teams on Zendesk usage, best practices, and new features. Provide ongoing support for any Zendesk-related issues.
- Ongoing Optimization: Continuously monitor Zendesk performance, suggest improvements, and stay updated on new Zendesk features or upgrades that can benefit our operations.
- Multi-Channel Strategy: Implement and manage the multi-channel customer service experience in Zendesk, ensuring seamless handoffs between channels.
- Ticket Escalation and Routing: Set up intelligent routing for tickets and ensure escalations are handled efficiently to meet SLAs.
- Zendesk Apps: Install and customize relevant Zendesk apps from the marketplace to extend functionality as needed
Qualifications:
- Bachelor's degree in a related field
- Zendesk Certification is required.
- At least 5 years+ of work experience.
- Proven experience in configuring and managing Zendesk for multi-channel support and high-volume customer service operations.
- Strong understanding of customer service best practices and how to optimize Zendesk workflows for efficiency and customer satisfaction.
- Experience with integrating Zendesk with third-party applications.
- Excellent problem-solving skills and the ability to troubleshoot technical issues within Zendesk.
- Ability to train and support internal users on Zendesk functionality.
- Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams (e.g., integration specialists, developers, and project managers).
- Experience with Zendesk APIs, JavaScript, or other scripting languages for customization.
- Applicant must possess excellent communication skills above average English communication.
- Excellent problem-solving skills
- Ability to work independently under minimal supervision.
- Experience working in a US company is a plus.
WHY INTELASSIST?
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Last updated on Oct 15, 2024