Zendesk Product Owner

Our client provides software hardware and services for cash handling payments and selfservice transaction solutions to thousands of enterprise customers throughout the world.

Their technology enables customers in retail transportation banking vending and cash centers to automate their cash handling provide a single platform for unified payments and present their end consumers with tailored selfservice applications. Central to everything we do are our IoT transaction platform (ConnectOnDevice COD) and SaaS cloud platform (Connect) which manage their devices and the transactions processed on those devices.

Tasks

• Act as internal subject matter expert in deployment project.
• Configure manage and optimize Zendesk settings and integrations to align with company objectives and workflows.
• Develop and maintain custom views triggers automations macros and other Zendesk functionalities.
• Oversee Zendesk upgrades testing and rollout of new features with minimal disruptions.
• Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation user manuals and training materials for agents and other staff members.
• Ability to integrate Zendesk Talk or other telephony systems
• Design and generate reports and dashboards to monitor customer support metrics and KPIs.
• Work closely with Customer Support and Service leadership to design and implement SLAs ticket workflows and escalation procedures.
• Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.
• Ensure compliance with data privacy regulations and security best practices within Zendesk.
• Troubleshoot and resolve any Zendeskrelated issues or disruptions.
• Stay up to date with the latest Zendesk features best practices and industry trends.
• Ability to integrate with Zendesk Chat or other integrated messaging tools.

Requirements

• Strong analytical and problemsolving skills.
• Ability to work independently in a distrusted team
• Proficient understanding of customer support processes and best practices.
• Ability to work in a fastpaced environment and manage multiple priorities.
• Excellent written and verbal communication skills in English.
• Familiarity with other support tools CRMs and integrations is a plus.
• Strong team player with a focus on collaboration.
• Zendesk Support Administrator Expert certification preferred. (Preferred)
• ITIL4 Foundations Certification or ability to obtain within 3 months of start date. (Preferred)