Job Description
Who we're looking for
The Zendesk Professional Services team advises and guides our wide array of customers as they map their business needs to Zendesk.
Services Consultants are a key part of the Zendesk Professional Services delivery team, crafting solutions around every customer's unique business, need and goal.
The Services Consultant we are looking for is a fluent communicator and relationship-builder, experienced in translating business requirements into technical solutions, passionate about setting up and configuring off-the-shelf software, with enough technical knowledge to tackle some techy questions.
The ability to work independently and keep commitments to tasks and assigned work packages on a project is absolutely critical.
What you'll be doing
- Understanding customer’s functional and technical requirements, with the objective of mapping them to business minded goals wrapped around Zendesk functionality.
- You will provide recommendations based on your technical knowledge and experience, and be ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.
- Services Consultants are responsible for driving engagements around design and configuration of the Zendesk platform, producing and maintaining functional and technical documentation, remote or onsite, with our customers, working alongside our project leads and teams.
- You will work alongside a Zendesk Professional Services project team - including Engagement Managers, Technical Architects, Developers, Quality Assurance Analysts - on various activities within a customer engagement, acting as solution designer and owner.
As part of your day-to-day job you will
- Ask questions and dig into the customer’s use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.
- Lead and / or participate in design and configuration sessions / workshops with customers and partners.
- Produce Functional and Technical Design Documents, Configuration Workbooks.
- Lead or support the customer in the functional design and configuration of Zendesk.
- Support the development and testing of custom solutions, working closely with Zendesk Technical Architects, Developers, and Quality Assurance Analysts on defect resolution.
- Conduct functional training sessions, handover sessions and knowledge transfer sessions.
- Liaise and communicate with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.
- Lead, contribute or participate on several projects concurrently.
- Maintain product expertise across the entire Zendesk product line.
- Respond to high-profile, high-impact customer escalations in a confident manner.
- Support the pre-sales team in gathering technical requirements and providing solutions and estimates to customers.
- Guide and educate Zendesk customers to give them proactive assistance as they onboard and configure their Zendesk
- Manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio
- Manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated
- Gather requirements and issue change orders and scopes for new and existing customers
- Contribute to and be measured on Zendesk Professional Services revenue and utilisation targets
What you bring to the role
- 2+ years of professional consulting experience, ideally in a customer-facing role
- Experience working on fast paced environments and complex customer engagements
- Good understanding of Customer Service or Customer / Employee Support operations and processes
- Excellent instincts and ability to interface at Manager-Level with ease
- Strong communication, interpersonal skills, and eloquent writing skills
- Empathy and a unique ability to understand customer needs
- Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
- Passionate about customer service and how it can transform businesses
- Strong project management skills and an ability to multitask without getting frazzled
- Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
- Willing and able to travel within EMEA region up to 50%
Basic Qualifications:
- Bachelor's degree
- Fluent in English and one or more European languages
- Familiarity with Customer Support or Customer Management software
- Preferred Qualifications:
- Experience on Zendesk configuration and implementation approaches
- Experience with Zendesk Technical Capabilities (SSO, API, SDKs etc.)
- Experience with Design Systems and Tools (Postman, Swagger, Figma, Lucid etc.)
- Zendesk Support Administrator Expert Certification
- Familiarity with a frontend programming language/framework (JavaScript, React, VueJs, JQuery, etc)
Where We Work
Fully Flexible:
In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
