Zendesk Engineer
1 week ago
About us
The Role
Our client is a Fortune 100 technology company, providing platforms that help connect people around the world. One of our core values is to scale the business by putting people first, and the Enterprise Products team is uniquely positioned to propel this work to the next level as we let the customer’s needs be our guiding compass, not the technology’s limitations
We are seeking a Zendesk Engineer to assist in the delivery of our mission
Key Responsibilities
- Collaborate with Customer Support team to understand the business requirements and provide optimal solution using Zendesk suite of products
- Configure, manage end to end new feature deployments from internal testing to final release
- Assist in building reports and dashboards
- Perform tasks associated with configuring; views, tags, macros, ticket fields / forms while setting up business rules; routing, triggers, SLAs, and automation
- Evaluate and administer the views in Zendesk, manage user access, permissions
- Lead the implementation of process flows and custom rules
- Design and implement all routing frameworks
- Support ticket automation and routing efforts by creating effective workflows in Zendesk in partnership with key business stakeholders
- Collaborate with engineering and product teams to integrate Zendesk with internal platforms and vendor products.
- Maintain expert-level knowledge of all Zendesk features and manage deployments, internal testing, and rollout of changes across all teams
- Maintain an expert-level understanding of all Zendesk enhancements, changes, and releases
- Maintain technical expertise across the Zendesk API & Platform infrastructure capabilities
- Actively look for opportunities how Zendesk can improve our business to support customers
- Optimize/enhance the Customer Support functionality, usability, and appearance
- Partner with the related business or content teams to improve or implement changes in Zendesk
Minimum Qualifications
- Bachelor’s degree or equivalent is required
- 1-3 years (Junior), 3-5 years (Mid), 4-8 years (Senior) of relevant experience
- Working knowledge of customer service & Customer Support processes
- Zendesk Certification in two or more of the following:
- Zendesk Admin
- Zendesk Support
- Zendesk Explore
- Zendesk Guide
- Sunshine
- Expert-level knowledge of all Zendesk features
- Technical expertise across the Zendesk API & Platform infrastructure
- Professional fluency in English is required
Preferred Qualifications
- Proven relationship skills that carry across the technical spectrum and multiple geographical locations
Reference ID: RWGS22
**Job Types**: Full-time, Permanent
**Salary**: $75,000.00 - $140,000.00 per year
Schedule:
- Monday to Friday
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