Zendesk Specialist

Job Purpose

The role for a Zendesk Specialist is to review our current Zendesk configuration, advise on enhancements and improvements and implement any agreed work.

Help Innovative Trials design and plan new services that can utilise the Zendesk software to deliver automated and efficient experiences for agents and clients.

Using their knowledge and still to review any additional ad-ons to improve the service and make the agents work flow more efficient and simpler.

Reporting will be key to the success of our Zendesk setup, experience in bespoke reporting from Zendesk data and designing of new outputs and automated data generating.

Detailed responsibilities

Principle Duties and Responsibilities
As a Zendesk Expert within Innovative Trials would perform the following set of responsibilities and duties exists.

• Experience in building solution and implementing CCaaS
• Be experienced in setting up multiple Zendesk Brands
• Implementation of reports from Zendesk data
• Configure, maintain and restructure the Zendesk infrastructure for multiple clients to ensure it is constantly optimized for our teams and customers
• Manage and automate the user lifecycle management workflow for all CX tools Identify and troubleshoot any CX software performance issues
• Serve as the liaison to Zendesk for technical issues
• Maintain expertlevel understanding of all Zendesk features, enhancements, changes and releases
• Support ticket automation efforts creating effective workflows in Zendesk
• Zendesk (or similar ticketing software) advanced administration experience
• Working knowledge of Developer tools including Zendesk apps and APIs
• Experience in scripting with SQL and/or Python, for workflow automation and to extract large sets of data, and design of ETL flows

Key Skills/Attributes/Education
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Must have minimum 2 or more years total Zendesk experience in one or more of the following capacities: system administrator, sales engineer (pre-sales), or solution architect (implementation).
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Must have minimum 1 or more years telephony or end to end IT network solutioning experience.
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Understanding of HIPAA compliance
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Nice to have 2 or more years' experience working in Contact Center Technology platforms
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Nice to have Certified Zendesk Solution Consultant or Administrator

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