On-Call Zendesk Expert

Position: Zendesk Expert

Working Hours: Predominantly US business hours (Pacific Time).

Hiring Company: We run customer service operations for e-commerce stores, providing customer service agents as well as customer service operation management and infrastructure improvements (workflow improvements, reporting, AI, etc.). We launched in 2015 and have a fully remote team of 100+ employees in the Philippines (including Managers, Client Management, Sales, etc.) and a great culture.

Position Summary:

As a Zendesk Expert, you will provide immediate and expert-level support in all aspects of Zendesk, primarily on creating reports, AI, bots, and app integration. The Zendesk Expert will support various urgent projects to ensure efficient and effective use of Zendesk tools and capabilities.

Business Area Accountabilities:

1. Zendesk Configuration and Customization
2. Report Creation and Analysis
3. AI and Bot Implementation
4. App Integration and Automation
5. Technical Support and Troubleshooting

Key Business Processes:

1. Zendesk Configuration and Customization: Configure and customize Zendesk to meet the specific needs of various projects, ensuring optimal performance and usability.
2. Report Creation and Analysis: Develop and generate comprehensive reports to provide insights and data-driven decision-making support.
3. AI and Bot Implementation: Design, implement, and maintain AI and bot solutions within Zendesk to enhance customer support efficiency and effectiveness.
4. App Integration and Automation: Integrate Zendesk with other applications and automate workflows to streamline operations and improve productivity.
5. Technical Support and Troubleshooting: Provide expert-level support and troubleshooting for any Zendesk-related issues, ensuring quick resolution and minimal disruption.

Requirements

Role-based Competencies and Skill Sets:

1. Technical Proficiency: Extensive knowledge of Zendesk, including configuration, customization, report creation, AI, bots, and app integration.
2. Analytical Skills: Strong ability to analyze data and generate actionable insights through comprehensive reporting.
3. Problem-Solving: Excellent troubleshooting skills to identify and resolve technical issues promptly.
4. Project Management: Ability to manage multiple projects and priorities effectively.
5. Communication: Clear and effective communication skills to interact with stakeholders and provide technical support.

Culture Fit:

1. Adaptability: Eager to adapt to varying project scopes and requirements.
2. Customer-Centric: Focused on enhancing customer support capabilities through Zendesk.
3. Team Collaboration: Works well with cross-functional teams to achieve project goals.

Qualifications Required: (* are required)

1. * Remote work ready:
1. stable high-speed internet with backup
2. computer (laptop or desktop) with recommended quad-core CPU 2.5hgz+, RAM 8GB+, and dual monitor
3. headset, mic, and webcam for meetings
4. focused workspace.
2. * Fluent in conversational English written and verbal.
3. Ideally, at least 1 year of work-from-home experience

Benefits

Benefits

1. Salary depends on experience
2. Work from home, fully remote, no office visits required

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