Telecom Support Engineer II (Zendesk Technical Focus)

Job Title:

Job Description

Responsibilities

• Overall support of the Zendesk platform, including (but not limited to) the following activities:

• Customize and maintain Zendesk settings, including triggers, automations, workflows, and integrations with CRM and communication tools.

• Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support

• Assist in developing training materials and training users on Zendesk

• Assist in building reports and dashboards

• Collaborate with IT and Customer Support teams to troubleshoot issues, enhance user experience, and drive continuous improvements.

• Stay up to date with Zendesk updates, new features, and industry best practices to continuously enhance our platform.

• Be part of a remote team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support

• Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.

• Ability to build and deploy automation (scripts, bots, workflows)

• Complete all assigned, mandatory training within the timeframe provided

• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Required Skills :

• Strong technical proficiency in software integrations, mainly using APIs, webhooks, and CRM systems.
• Strong verbal and written communication skills. (English language is required)
• Ability to troubleshoot and resolve complex technical issues related to Zendesk and integrated systems.
• High level of customer focus and service excellence.
• Comfortable with change and complexity , demonstrating adaptability in a fast-paced global environment.
• 2-3 yr Experience implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
• 2-3 yr Experience managing Zendesk security, user permissions, and compliance settings.
• 2-3 yr Experience in training and coaching internal teams to maximize Zendesk's capabilities.
• 2-3 yr Experience as a Zendesk Administrator, with expertise in configuring and customizing Zendesk settings and workflows.
• 1 – 2 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus
• Innovative thinking - "how can we" attitude

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