Senior Specialist, Global Cx Technology Development - Zendesk

The CX technology team is responsible for the performance and future development of multiple systems, which allow us to efficiently deal with all types of customer contact. Each system can have multiple layers of functionality and authority and need to be controlled and managed effectively.

Zendesk is one of the most critical systems within the CX portfolio and as such requires dedicated support and development to maintain daily performance and to continually meet the needs of the business and operational delivery teams.  

Your role will be to create and 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. You will need 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.

This role is open to remote work. 

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.
• Maintain professional and technical knowledge by tracking emerging trends & new functionality within ZenDesk 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 SharkNinja Leadership Team.
• Participate in setting and implementing overall consumer support strategy.

Attributes and Skills:

• Ability to provide multiple solution options and present with clarity in the following areas:
  • Creation of End Users including Agents, Groups and Organizations etc.
  • Administration, configuration, Implementation, and Support of Zendesk CRM, and Zendesk applications
  • Zendesk implementation / configuration
  • Zendesk Configuration Client-Specific Configuration
  • Zendesk Customization
  • Process design and optimization
  • Zendesk Apps development
  • Zendesk APIs
  • Zendesk Single Sign On
  • Triggers Automations
  • Auto-assignment of support tickets
• 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

Education and Experience:

• Bachelor’s Degree or applicable experience
• 5+ years System or Application Administration experience/education
• 3+ years’ experience with Zendesk development/integrations
• 3+ years’ advanced knowledge of developer tools including Zendesk SDK and API Associate