Systems and Support Operations Manager Philippines Remote

Working as a member of the Support Operations Team this role will provide daytoday support maintenance and implementation of new features across multiple channels and brands in our Zendesk instance.  You will play a pivotal role in the ongoing success of our  Support Teams and the wider Customer Experience function through the implementation and ownership of customer focused processes systems management and reporting whilst promoting consistency and the adoption of best practice. You will work closely with key stakeholders to develop and refine workflows to meet the needs of both the Support Team and the wider Customer Experience team through accurate reporting and change management with a customer centric lens on all of the work completed within the team.

Collaborating across multiple functions including our Systems Engineering and Go to Market Teams you will ensure we are able to report on the success of our Customer Experience teams and keep customers informed of our system health via Status Page and degradation reporting.

Responsibilities: 
Maintenance and optimisation of Turnitins Zendesk instance

• Review Triggers Automations Views and Macros ensuring that these are up to date and retired as needed

• Build workflows include capturing relevant analytics that can be used for driving process improvement measuring agent performance and enhancing enduser experience

• Provide support for Zendesk end users internal to Turnitin when they have requests or service issues that theyre encountering

Work with Zendesk Support Turnitin Systems Team and Third Party Vendors

• Work with Zendesk support as needed to understand any service issues system needs and support requests that cant be handled in house

• Perform upgrades and configurations as required on the different support channels offered through Zendesk including email and messaging

• Provide operations support within Zendesk working through feature requests updates and maintenance of Zendesk

• Provide support for new feature deployments internal testing and rollout of changes across all departments

Management of Turnitins Zendesk account

• Audit user permissions on a monthly basis ensuring that we are tracking against forecast on our flexible licensing model and users who are not actively utilising their accounts are downgraded

• Review access requests for both agents and members of other teams across the business ensuring that the correct roles are access are provided without incurring unnecessary costs

• Partner with leadership and peers to develop and maintain Zendesk policies and processes ensuring that Standard Operating Procedures are produced and maintained at a regular cadence.

Reporting

• Design deliver and maintain technical monitoring reports and dashboards across multiple systems to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner

• Contribute to the P0 process and subsequent postmortem and degradation report activity ensuring that customer impact analysis is available

• Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective always operating with a customer centric mentality

Qualifications :

Requirements:

• 2 years experience of working as an Administrator of Zendesk

• Experience with integration connector apps and APIs

• Proficiency with troubleshooting technical issues of various levels

• A strong understanding of both formal and informal change management processes

• Effective data analytics skills with a background in using Zendesk Explore and Excel/Google Sheets

• Experience developing and implementing projects from proof of concept to large scale deployment 

• Strong organisational and analytical skills

• Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level with varying levels of technical knowledge

• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

• Passion for excellent customer and user experience

• Ability to work in a fastpaced environment managing multiple priorities & projects

• Ability to work independently and perform under pressure

Desirable:

• Experience of working within a multi product support organisation

• Experience of working as an Administrator of a multibrand instance of Zendesk

• A working knowledge of Salesforce and Jira

• An understanding of AI tools used in Technical Support teams including Zendesk AI
  
  * Working Hours: Eastern Time Zone (ET) 
  * 9:00 PM in Manila (Graveyard Shift)

Tii Elements:

• Accountability

• Collaborating and Influencing

• Quality Focus

• Educator

• Relationship Building

Remote Work :

Yes

Employment Type :

Fulltime