Customer Support Operations - Strategy Systems Specialist
September 22
Description
• You will manage and maintain our customer facing technology portfolio that is used to provide support to our customers. • You will have an eye for continuous improvement and follow best practices for making our ecosystem world-class. • You will collaborate closely with the Customer Support team and others including Customer Success, Onboarding, and Sales to ensure requirements can be met through process and tools. • You will drive on-going improvements to our ecosystem and assist in evaluating new technologies and roadmaps of our technical stack. • Become a technical SME with our Customer Support tools we use today and in the future. • Handle technical requests from the Support team to improve our internal tooling within an Agile environment, aligning with overarching projects and initiatives. • Work alongside our Support Enablement, Data Analyst, Knowledge Managers, and Project Managers in the team to ensure expert delivery of our Operations projects. • Work closely with our Business Solutions & Transformation team to ensure clear communication and awareness of our business needs. Support cross functional projects to ensure successful delivery. • Follow all prescribed best practice, governance and security procedures as defined by our Enterprise Services & Insights (IT) team. • Complete audits of our Support tooling stack and ensure we have alignment with other systems and teams. • Respond quickly to issues that come up in our production environments.
Requirements
• Fluency in English is mandatory. • Experience with Zendesk is a must and highly critical to be successful in this role. • You have exceptional written and verbal communication skills and work well in a global team using a variety of communication mechanisms. • You are motivated to pursue the best technical solutions to problems and explore new opportunities to provide great customer experience. • You feel comfortable working alongside technical stakeholders in cross-functional initiatives. • You’re determined to provide the best possible experiences for our Support team and customers. • You are truly customer-obsessed with an eye for continual improvement. • You are a creative problem solver and can identify obstacles and viable solutions. • You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.
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