Position: ZenDesk Administrator
Company: TalentsToday
Category: Sysadmin
Experience required: 3y
English level: upper

Currently we are looking for an experienced ZenDesk Admin/Developer to help our FinTech Customer Services Team with further ZenDesk integration, customization and improvement requirements.

Scope of work
•        Verify and assess current ZenDesk status, configuration, processes setup and suggest fixes and improvements like a) Ticketing workflow, b) “Always-Follow-Up” principle
•        Check the automation and integration with dialler and call queueing system
•        MAIN TASK1: build the Dashboard in ZenDesk
•        MAIN TASK2: build reports for daily/weekly/monthly/custom period statistics and results
•        MAIN TASK3: Check the automation and aggregation of incoming messages and chats queueing and assigning. Build/improve social media connectors with multi lingual capabilities into ZenDesk queue:
- emails, - phone calls, - in-app chat, - Facebook, - Twitter, - Instagram, Website (Digital Concierge) - WhatsApp, (optional) -other messengers and audio visual call capabilities
•        MAIN TASK: Integrate CRM data feeds to see customer data and taken products data on one ZenDesk screen. Customize Customer Service workplaces to the required optimal levels

Requirements
•        3+ years of CRM customisation and development in ZenDesk platform
•        Knowledge of CRM essential process workflows and data elements
•        Ability to understand Customer Services’ team needs and to translate their business/ functional/ user requirements into “definition of done” vision and specification for completion
(To be CRM business analyst and ZenDesk admin/developer in one person) 

Commercial Engagement
•        We will be happy to discuss different engagement models like daily rate but a fixed price for the completed project is referred scheme, based om the requirements, scope and “definition of done.