Senior zendesk technology specialist | Waltham, MA

Detailed Information

  • Location: Needham, MA

they do. Position Overview: Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed. Location: Needham, MA or Remote Our Customer Experience (CX) team is looking for a Senior Zendesk Technology Specialist.

The (CX) Team is responsible for the performance and future development of multiple systems which allows our Partners to efficiently deal with all types of Customer contacts. Each system can have multiple layers of functionality and authority and need to be controlled and managed effectively. Zendesk is the most critical systems within the CX portfolio and as such requires dedicated support to maintain daily

performance and to continually develop and align to Operational changes. Customer Technology Senior Specialist will need to effectively project manage changes to Zendesk and associated systems through integrations by defining the initial scope, suggesting solutions, defining a test plan, identifying training requirements and supporting the deployment.

This role requires a thorough understanding of the Operational ways of working to be able to identify the most efficient system solution. This may require changes to operational processes which will make more effective use of Zendesk. The role requires a self-motivated individual who has a strong passion for improving customer experiences

and a drive for efficiency and process improvement. You will work proactively with the Operational Team and challenge the way they use the systems.

Duties and Responsibilities: Provide thought leadership on Zendesk developments and the ability to identify innovations / new capabilities. Regularly review how the Operational Team utilize the systems and propose more efficient ways of working. Have a thorough understanding of the product Roadmap and proactively propose system development options to support a successful product launch. Maintains professional and technical knowledge by tracking emerging trends & new functionality within Zen Desk and integration releases.

Support development and maintenance of technology standards, policies, and procedures to support technology roadmap. Provide technical & process options and solutions to help solve operational problems. Assist cross-functionally to implement new or enhanced features to improve Consumer Service & Support. Actively seeking out agent and operational feedback to accelerate improvement. Communicate recommendations and strategic plans for improving/maintaining consumer impacting KPIs. Assist with workflow/process design, best practice education and administration of all Enterprise Business solutions when assigned.

Create/update team processes and procedures as necessary. Assist in creating test plans, and in coordinating / testing enhancements and new versions of Zendesk Sandbox and Production environments. Assist in developing training materials and training users on Zendesk. Assist in building reports and dashboards (Explore). Full technical integration of the Zendesk platform into the consumer support environment to include changes, widget implementation, API integration, CRM workflow configuration and reporting configurations. Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.

Design and configure Zendesk workflow (Support, Talk, Chat and Guide modules). Work cross-functionally to implement new or enhanced features to improve Zendesk. Assist in developing training materials and training users on Zendesk. Proactively and effectively communicate observations and opportunities to Shark Ninja Leadership Team. Participate in setting and implementing overall consumer support strategy. Attributes and Skills: Bachelor's Degree or applicable experience5+ years System or Application Administration experience/education3+ years' experience with Zendesk development/integrations3+ years' advanced knowledge of developer tools including Zendesk SDK and API Associate Ability to provide multiple solution options and present with clarity Clear attention to detail both in design and delivery of solutions.

Ability to think 'outside the box' and challenge ways of working. Ability to think end to end and understand the deliverable solution in the operational context. Ability to work independently and meet deadlines. Excellent verbal and written communication skills. Demonstrated ability to develop interpersonal professional relationships and interact with all levels of internal and external customers.

Strong Project Management skills. Extremely organized with strong time-management skills and the ability to prioritize work assignments. High level of customer focus and service excellence. Strong analytical thinking and problem-solving skills At Shark Ninja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens Shark Ninja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration.

With help from our leadership, associates, and our community, we aim to have equity be a key component of the Shark Ninja DNA. YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSETLead us to be " RARELY SATISFIED" Make things better each day; " PROGRESS OVER PERFECTION" Use your knowledge of our consumer, understand that " DETAILS MAKE THE DIFFERENCE" Deliver something great; " WINNING IS A TEAM SPORT" Be clear and honest, " COMMUNICATING FOR IMPACT" Explore Shark Ninja on our social channels: Instagram Linked In Shark Ninja's Candidate Privacy Notice can be found here: /candidate-privacy-notice/We do not discriminate on the basis of race, religion, color, national origin, interaction, gender, gender expression, interactionual orientation, age, marital status, veteran status, disability, or any other class protected by state or federal law.

Shark Ninja will consider reasonable accommodations consistent with federal, state, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact Shark Ninja People & Culture.

PDN-9ac7b687-c1fb-4238-be3f-bb1eb068bee4For more details: jobs-search. org/technology_needham-c434608/senior-zendesk-technology-specialist-needham_i1959027390

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