Zendesk Support Operations Manager
1 month ago
At ABC Worldwide, we're seeking an experienced Zendesk Support Administrator to manage and optimize our customer support workflow. This pivotal role plays a crucial part in ensuring seamless customer interactions across all communication channels.
Key Responsibilities:
- Zendesk Optimization: Develop and implement efficient routing strategies to enhance the customer experience and streamline contact processes.
- Collaboration and Communication: Work closely with the onshore team and client technology teams to meet service level requirements and drive continuous improvement initiatives.
- Performance Monitoring: Analyze performance metrics to identify areas for optimization and provide actionable recommendations for process improvements.
- Process Enhancement: Collaborate with cross-functional teams to discover and implement process enhancements that boost efficiency and productivity.
Requirements and Qualifications
We're looking for candidates with a strong background in administering CRM systems, specifically Zendesk, and a proven track record of optimizing workflows and improving customer satisfaction. Key qualifications include:
- Bachelor's degree or equivalent in computer science, IT, or related field.
- A minimum of 12 months' experience working with workflow and CRM systems.
- Proficiency in administering Zendesk or similar customer support platforms.
- Excellent problem-solving skills, with the ability to multitask and prioritize tasks effectively.
Salary Range
The estimated salary for this role is $65,000 - $80,000 per annum, depending on location and experience.
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