Consultor Zendesk CX e Automação Pleno
New
J
JobgetherCustomer experience software
Based in Brazil; Workplace type: RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- RESTful APIs
Requirements
- Hands-on experience implementing, configuring, and administering Zendesk Suite.
- Practical knowledge of Zendesk Support, including ticket management, forms, custom fields, macros, triggers, automations, and SLA configurations.
- Experience with Zendesk Guide, help center configuration, and knowledge base management.
- Knowledge of Zendesk Messaging, digital communication channels, Web Widget configuration, and messaging workflows.
- Experience with Zendesk Explore dashboards, reports, and service performance analysis.
- Familiarity with Zendesk user, group, permission, and access management.
- Knowledge of REST APIs, webhooks, and integrations between Zendesk and external systems.
- Experience in customer service, customer support, SAC, or Customer Experience operations.
- Understanding of digital and omnichannel customer service processes and key service indicators, including SLA, FCR, and CSAT.
- Knowledge of ticket distribution, escalation processes, queue management, and backlog monitoring.
- Ability to translate business needs into technical and operational solutions and manage moderately complex work autonomously.
Responsibilities
- Implement, configure, maintain, and optimize Zendesk Suite environments.
- Configure workflows, triggers, automations, SLAs, forms, and business rules.
- Set up and manage WhatsApp, live chat, email, social media, and other customer service channels.
- Develop self-service solutions, chatbots, help centers, and knowledge bases.
- Build, maintain, and troubleshoot integrations with external systems using REST APIs and webhooks.
- Configure Zendesk Support, Guide, Messaging, and Explore.
- Create dashboards, reports, and analyses of service performance.
- Administer users, groups, permissions, access controls, and platform configurations.
- Gather and document business and technical requirements with clients and technical teams.
- Support implementation, migration, enhancement, and continuous improvement projects.
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