Support Process Optimization Specialist

22 hours ago

Cebu City, Central Visayas, Philippines beBeeOptimization Full time ₱600,000 - ₱900,000
Refine Support Processes and Enhance User Experience

We are seeking a skilled professional to refine our support processes, enhance the user experience, and ensure that our platform runs efficiently and cost-effectively.

This role involves collaborating with our team to assess current workflows, identify pain points, and implement tailored solutions using industry best practices.

Key Responsibilities:
  • Evaluate and optimize existing setup, including automations, triggers, macros, and workflows.
  • Implement best practices to improve ticket management, team efficiency, and customer satisfaction.
  • Provide technical support and guidance on features and functionalities.
  • Maintain up-to-date documentation of system configurations and process changes.
  • Recommend and implement app integrations or third-party tools as needed.
  • Troubleshoot issues and serve as the primary point of contact for Zendesk-related concerns.
  • Monitor system performance and identify opportunities for continuous improvement.
Required Skills and Qualifications:
  • Proven experience as a Zendesk Administrator or similar role.
  • Deep understanding of Zendesk products (Support, Guide, Chat, etc.).
  • Experience with workflow automation and customer support optimization.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal abilities.
  • Ability to work independently and collaboratively in a remote environment.
Preferred Qualifications:
  • Zendesk certification(s) is a plus.
  • Experience with customer service metrics and reporting tools.

Interested candidates should submit their updated resume for consideration.

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