Job details
Salary up to $55 an hour job type full-time contract number of hires for this role 2
Qualifications
Zendesk: 3 years (required)
Full job description
Zendesk system administrator (fan relations)
Kalongens is a global provider of hr services.
With a legacy of years in the market, kalongens is today one of the leading players in
The recruitment ecosystemWe believe in combining our passion for people with smart
Investments in intelligent technology to help organizations and talent realise their true
PotentialEmploying specialist recruiters in our organisations, kalongens provides a full range
Of solutions including temporary and permanent staffing, outsourcing and other workforce
Solutions in the areas of engineering, finance and accounting, human resources, it, ites, daily worker, hospitals, manufacturing and logistics, and sales and marketing
We`re hiring on the below mentioned positions for one of our clients --
Experience level: mid-senior
Experience required: 5 years
Education level: bachelor’s degree
Job function: information technology
Industry: entertainment
Total position: 1
Relocation assistance: no
Visa : only us citizens and greencard holders
The team
Fan relations is a support function that exists to contribute to the stellar consumer experience whether the fans are engaging with our content on digital apps, websites, pay-tv, or other meansFrom new app launches to corporate and legal escalations, advertising inquiries, and our many other linear and digital offerings, fan relations constantly provides top-level customer service to consumers, internal clients, and business partners.
The role
If you’re passionate about innovating the customer interaction experience through the optimization of internal tools as well as the exploration of ai and other technologies then we want to hear from youAs the zendesk system administrator, you will be responsible for designing and implementing the ticket workflowAdministrators add end users, agents, and other administrators; define the business rules (automations, triggers, views, etc.); and customize and extend zendesk support.Experience working with the zendesk ticketing system is criticalDay-to-day roles include the oversight of the tool, analysis of its effectiveness, while partnering with your colleagues to provide a world class experience to our customers and a great user experience for employees.
You’re a great match if you possess fantastic troubleshooting skills, are driven to help customers, and have the ability to explore new products to learn them inside and out.
Responsibilities:
Optimize/enhance the help center functionality, usability and appearance
Author business requirements and use cases for new functionality (i.e self-service)
Full technical integration of the zendesk platform into the customer`s support environment to include changes, widget implementation, api integration, crm workflow configuration and reporting configurations
Evaluate and administer the views in zendesk, manage user access, permissions, and invoice
System monitoring and response during outages
Assist cross-functionally to implement new or enhanced features to improve customer service/support
Lead the implementation of process flows and custom rules
Assist in creating test plans and in coordinating and testing enhancements and new versions of zendesk
Assist in building reports and dashboards
Tasks associated with configuring; views, tags, macros, ticket fields/forms while setting up business rules; routing, triggers, sla’s, and automation
Support ticket automation and routing efforts by creating effective workflows in zendesk in partnership with key business stakeholders
Identify and track areas of opportunity for adjustments required to enhance and maintain configurations for teams in production
Collaborate with leadership to design functional processes that align with business strategy
Maintain expert-level knowledge of all zendesk features and manage deployments, internal testing, and rollout of changes across all teams
Provide thought leadership on zendesk development and the ability to identify innovations/new capabilities
Requirements:
Expert level user of zendesk crm products (zendesk support, guide, explore, and web widget)
Solid experience translating business requirements into zendesk design and implementation steps ensuring alignment to standardsThis includes proactively guiding the business through feature availability and capabilities
Working knowledge with html/css, javascript, and google analytics, helpful is also javascript json and working with api’s
Working experience with the following: javascript, apis, integrations, help center/knowledge bases, web widgets, sdks, analytics, and logs searches
A minimum of two years of experience in contact center processes, technology, and workflow
Ability to multi-task and work multiple initiatives or tasks
Highly innovative with creative problem-solving skills
Ability to adapt to change and a fast-paced environment
Possesses exceptional internal/external customer focus and devotion to those they support
A self-starter who is at ease taking initiative and ownership of creating and implementing new ideas
Facilitate meetings with internal departments to develop a deep understanding of their needs pertaining to ticketing solutions
Create greater support scale through the optimization and enhancement of tools that reduce costs associated with manual handling
Exceptional written and verbal communication skills
Good articulation skills including technical writing ability
Job types: full-time, contract
Salary: up to $55.00 per hour
Schedule:
8 hour shift
Experience:
Zendesk: 3 years (required)
Work location:
Multiple locations
Work remotely:
Temporarily due to covid-19
Work location: multiple locations
