Responsibilities:
- Responsible for the maintenance and optimization of Zendesk instances:
- Review triggers, automation, views, and macros to ensure outdated items are deactivated or updated
- Ensure workflows include capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience
- Maintain roles for each key type of agent using Zendesk
- Work with Zendesk support regarding outages, the system needs, and following through on our support requests
- Responsible for account management
- Audit agent permissions and ensure access is appropriate
- Review agent access requests and create or remove agents as needed
- Work with Zendesk Admin on updates and 3rd party integrations
- Perform upgrades and configurations as needed on the different support channels offered through Zendesk (talk, email, and chat)
- Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk instances
- Provide support for new feature deployments, internal testing, and rollout of changes across all departments
- Provide escalated support and guidance to agents when needed
- Work with Zendesk Admin in developing and maintaining Zendesk policies and practices
- Create and maintain Standard Operating Procedure manuals
- Maintain reporting dashboards including one-off data pulls as needed
Requirements:
- Associate or bachelors degree in Computer Science, Information Technology, or equivalent work experience and/or education
- 1-2 years experience with ticketing/CRM software
- 1+ years of customer support, ideally in a variety of channels (phone, email, etc.)
- 1-2+ years of Zendesk, Jira, or similar administration experience with knowledge of ticketing, live channel support systems, and API/App Integrations
- Experience working in a fast pace, high-growth company
- Experience with integration and connector apps
- Proficiency with troubleshooting technical issues of various levels
- Computers Knowledge of computer/server hardware and software, including applications.
- High proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook
- Proficiency with troubleshooting technical issues of various levels
- Skilled in communicating with non-technical users and management.
Salary
Competitive
Monthly based
Location
Bogota, Bogota, Capital District, Colombia
Job Overview
Location
Bogota, Bogota, Capital District, Colombia
