Zendesk Support - Hadapsar, Pune, Maharashtra, India - Antal International

Antal International

Verified Company

Hadapsar, Pune, Maharashtra, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Design, build and drive the adoption of communications and collaboration solutions based on Zendesk.

Create proofofconcepts to demonstrate functionality and features according to business needs.
Act as champion for optimizing user experiences and leveraging best system practice.
Manage solution scope, testing, training, and key performance indicators.
Stay current on the Zendesk roadmap and work closely with the vendor to communicate our needs.
Work with customer advocacy leaders to define business and operational important metrics.
Track, measure, and report on critical metrics to demonstrate the value, impact, and return on investment of the customer advocacy programs by evaluating its impact in revenue retention.
Build foundational reporting to track the health of Customer advocacy programs and plan a longterm reporting roadmap.
Participate in weekly critical metric reviews and be prepared to present the root cause of underperformance or improvements.
Partner with extended analytics teams from Marketing, Web/SEO, xDR, Growth and Monetization to get to data insights quicker.
Collaborate effectively with multifunctional teams success Product, marketing, web, product, sales and our Enterprise Data & Analytics team to achieve maximum results.
Be thorough about monitoring metric performance and don't hesitate to point out new trends or flag potential issues.
Implement and customize widgets and thirdparty integrations to enhance the Help Center's functionality and user experience.
Troubleshoot and resolve technical issues related to Zendesk configurations, API integrations, and data synchronization.
Design and implement scalable and efficient solutions in line with best practices and Zendesk guidelines.
Work closely with the IT and development teams to connect Zendesk with other systems, such as Salesforce, to facilitate seamless data exchange.

To Be Successful You Will Have:

Bachelor's degree in a technical field with 5+ years' overall experience as a senior level Business Analyst or Solutions Consultant and preferably 3+ years on Zendesk
The ability to communicate effectively with all levels of staff and management both verbally and in writing. Demonstrated presentation and training skills.
The ability to work independently and collaboratively to organize and manage multiple projects from inception to completion between cross functional teams with a focus towards business usage and practices.
Experience in data science, business analytics, revenue analytics, marketing analytics, product analytics and/or customer analytics
Track record of creative thinking with a focus on consistent improvement on existing processes and programs to take our customer advocacy to the next level.
Reporting and BI development experience. Proficient in SQL coding
Experience with Tableau, MicroStrategy, Looker or similar BI tools
Excellent written and verbal communication skills. Comfortable presenting data and providing recommendations with confidence to seniorlevel partners, even when there is ambiguity involved.
Familiarity with customer advocacy programs and important metrics
Scripting in Python or R a plus
The ability to multitask and prioritize multiple stages of a project efficiently
Proficient in Zendesk backend development, including writing and optimizing Zendesk apps and customizations
Extensive experience in integrating Zendesk with other systems, particularly Salesforce.
Solid understanding of web technologies such as HTML, CSS, JavaScript, and RESTful APIs.
Familiarity with Zendesk API and webhooks for data retrieval and synchronization.