Job Description

Responsible for ensuring the adoption and configuration of Customer Service best practices, recommendations, and configuration of Zendesk during customer projects. They will work directly with the Solutions Team* to configure Zendesk for clients.

Job Responsibilities

• Contribute to the success of software delivery projects and manage scope, schedule, and budget for Zendesk Implementation and Systems Integration works.

• Work directly with clients to gather business requirements.

• Guide and educate our clients using industry-standard practices to give them proactive assistance as they onboard their Zendesk Software.

• Maintain product expertise across the Zendesk product line

• Collaborate in establishing world-class customer service policies, processes, and standards

• Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations

• Perform issue identification, communication, and resolution for moderately complex issues

• Ability to manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio

Professional Skill and Experience

• Ability to understand customer needs

• Excellent communication, interpersonal skills, and writing skills

• Ability to multi-task, meet deadlines, and manage time

• Motivated, goal-oriented and persistent

• Ability to make autonomous decisions and exercise good judgment

• Skilled at interfacing with senior-level clients

• Experience working and communicating effectively within a cross-functional team (Sales, Professional Services, Customer Success)

• Ability to be productive working from home

Qualifications 

• IT/Technical background

• Knowledge and experience in Python.

• Experience working as a Software Consultant, ideally in a customer-facing role

• Experience administering Zendesk or similar support platform

• Experience working with APIs and system integrations

• Development experience

• Ability to translate business requirements into software solutions