Customer Success Executive
dubizzle Lebanon
Product Owner, Zendesk
Cypher Consulting Europe S.L.
full-time
Posted on:
Origin: • 🇪🇸 Spain
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as internal subject matter expert in deployment project.
- Configure, manage, and optimize Zendesk settings and integrations to align with company objectives and workflows.
- Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.
- Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.
- Train new agents and continuously educate existing team members on Zendesk functionalities and best practices.
- Create technical documentation, user manuals, and training materials for agents and other staff members.
- Integrate Zendesk Talk or other telephony systems and Zendesk Chat or messaging tools.
- Design and generate reports and dashboards to monitor customer support metrics and KPIs.
- Work closely with Customer Support and Service leadership to design and implement SLAs, ticket workflows, and escalation procedures.
- Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.
- Ensure compliance with data privacy regulations and security best practices within Zendesk.
- Troubleshoot and resolve any Zendesk-related issues or disruptions.
- Stay up to date with the latest Zendesk features, best practices, and industry trends.
Requirements
- Strong analytical and problem-solving skills.
- Ability to work independently in a distrusted team
- Proficient understanding of customer support processes and best practices.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Excellent written and verbal communication skills in English.
- Familiarity with other support tools, CRMs, and integrations is a plus.
- Strong team player with a focus on collaboration.
- Zendesk Support Administrator Expert certification preferred.
- ITIL4 Foundations Certification or ability to obtain within 3 months of start date.
- Ability to integrate Zendesk Talk or other telephony systems.
- Ability to integrate with Zendesk Chat or other integrated messaging tools.
