Zendesk Specialist

B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.

Overview

The Zendesk Expert will be responsible for working with teams to assist Zendesk setup, training, maintenance, and enhancements to their Zendesk instances. You will be counted on as an expert in the Zendesk Suite of tools. Candidates should demonstrate strong Project Management and Customer Service skills.

Areas of Responsibility

• Work closely with the Customer Support leaders to ensure Zendesk best practice and operational efficiency.
• Provide regular recommendations for improvement based on a thorough review of business requirements, experience, and best practices
• Perform regular customization of the Zendesk interface to create user-friendly customer service processes that aid in a faster resolution, including workflow configuration, agent roles and permissions, input fields and notifications
• Own the creation of custom ticket fields and forms
• Manage the process of automation of business rules and processes in order to reduce manual input and errors, allowing agents to focus on value-add activities
• Provide agent training that includes a live Q&A session, empowering agents to manage customer requests more efficiently
• Be able to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items
• Prioritize user requests effectively and manage user expectations
• Be able to multi-task and juggle multiple projects
• Proven track record of being able to learn and adapt to a complex environment with multiple dependencies and niche processes

Experience

• 2 to 3 years of Zendesk administration
• Ideally hold Zendesk Administrator Certification
• Experience with Zendesk Sell, Explore, Talk and Chat
• General familiarity with Zendesk Sunshine and Conversations

Technical Knowledge

• Understanding of core Zendesk functionality (Support module), such as: Brands, Groups, User Roles, Ticket forms, Triggers, Automations, SLAs etc.
• Understanding of Zendesk API and it's functional applications
• Understanding of the Zendesk app marketplace and how to use it to provide cost effective solutions to customers
• Zendesk API and Zendesk App development a plus

Benefits

• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast growing business where the sky's the limit for your career