Support Operations Specialist

2 days ago

Batangas, Calabarzon, Philippines beBeeZendesk Full time ₱2,500,000 - ₱3,500,000
Support Operations Role

We are seeking a skilled Support Operations professional to enhance and maintain our support platform. This key role involves refining current workflows, identifying areas for improvement, and implementing tailored solutions using best practices.

This position requires close collaboration with the internal team to assess current processes, identify pain points, and implement customized solutions using Zendesk best practices.

Main Responsibilities:

  • Evaluate and optimize our existing Zendesk setup, including automations, triggers, macros, and workflows.
  • Implement best practices to improve ticket management, team efficiency, and customer satisfaction.
  • Provide technical guidance and support to the team on Zendesk 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.

Key Qualifications:

  • Proven experience in a similar support operations 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 SKILLS:

  • Zendesk certification(s) is a plus.
  • Experience with customer service metrics and reporting tools.

We look forward to hearing from you soon


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