Responsibilities
• Manage and maintain Zendesk accounts, including store and workflow setup, and ensure efficient license utilization.
• Develop, maintain, and update custom BigQuery queries for Zendesk data and various operational dashboards.
• Serve as a Subject Matter Expert (SME) for Zendesk-related workflows and automations.
• Support and consult on RPA projects, including creating and maintaining RPA workflows in collaboration with the development team.
• Lead innovative CS projects such as Voicebot and Chatbot.
• Prepare and update monthly Customer Service performance reports.
• Conduct ad-hoc data analysis to support business decision-making.
• Oversee webform updates and troubleshoot issues with developers.
• Ensure reporting mechanisms are in place and maintained for new Zendesk workflows.
Requirements
• Bachelor / Diploma in Computer Science with 2-3 years proven experience in data analysis, reporting, and dashboard creation.
• Familiarity with Zendesk or similar customer service platforms.
• Experience with SQL querying, preferably in BigQuery.
• Understanding of RPA concepts and workflow management.
• Strong attention to detail and accuracy.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Proactive problem-solver with a continuous improvement mindset.
Shortlisted candidates will be offered a 6 month agency contract employment.
Licence no: 12C6060