Turnitin
plagiarism prevention • automated assessment and scoring • online grading • writing instruction • educational technology
Systems and Support Operations Manager
Yesterday
Turnitin
plagiarism prevention • automated assessment and scoring • online grading • writing instruction • educational technology
Description
• Working as a member of the Support Operations Team, this role will provide day-to-day 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.
Requirements
• 2+ years experience of working as an Administrator of Zendesk • Experience with integration, connector apps and API’s • 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 fast-paced environment, managing multiple priorities & projects • Ability to work independently and perform under pressure
Benefits
• Remote First Culture • Health Care Coverage* • Education Reimbursement* • Competitive Paid Time Off • 4 Self-Care Days per year • National Holidays* • 2 Founder Days + Juneteenth Observed • Paid Volunteer Time* • Charitable contribution match* • Monthly Wellness or Home Office Reimbursement/* • Access to Modern Health (mental health platform) • Parental Leave* • Retirement Plan with match/contribution*
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