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★★★★★ Zendesk Product Manager, CSMS EOOD
Месторабота София, CSMS, 115L Tsarigradsko shosse, ETC, building C, fl.4 (виж карта); Постоянна работа; Пълно работно време
  • Технологии:
  • ETL
  • Python Python
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Zendesk Product Manager

Are you looking for a place to grow your career, where continuous learning and performance are rewarded? Are you a great problem solver with a demonstrated ability to deliver results in a fast-paced environment? Do you have experience configuring Zendesk?

Then this is for you!

CSMS Ltd. is part of Playtech, the largest online gambling and sports betting software supplier globally. CSMS was established in 2007 and has a friendly team and a caring atmosphere. Combined with professional guidelines and procedures, CSMS provides online and offline customer support, sports trading, risk management, and financial services to multinational clients globally, servicing more than 13 brands.

We are continuously looking to develop and implement the most effective and innovative tools and software’s to help us perform at our best. The Zendesk Platform is an award-winning customer service software trusted by 200K+ customers. We are now looking for a Zendesk Product Manager who will be responsible for the administrative management of Zendesk. The Zendesk Product Manager will execute the day-to-day configuration, support, and maintenance of our Zendesk instance to optimize the workflow of our Customer Service Associates and improve the customer experience.

Your job will be to:

• Maintain onboarding and offboarding of associate users;
• Configure, maintain, and restructure the Zendesk infrastructure for hundreds of associates to ensure it is constantly optimized for our teams and customers
• Implement triggers, automation, macros, third-party integrations, API endpoints for associate/agent utilization
• Safely implement solutions and configuration changes while considering the downstream impact
• Manage and automate the user lifecycle management workflow for all CX tools Identify and troubleshoot any CX software performance issues
• Serve as the liaison to Zendesk for technical issues
• Maintain an expert-level understanding of all Zendesk features, enhancements, changes, and releases
• Support all channels for Zendesk changes and reporting requests
• Manage all articles in Zendesk Guide including customer-facing material
• Perform other job-related duties as assigned

Key requirements:

• Proven project management, multitasking & prioritization skills
• Strong knowledge of Customer Support workflow organization
• Zendesk advanced administration experience
• Zendesk certification will be considered an advantage
• Working knowledge of Developer tools including Zendesk apps and APIs
• Experience in scripting with SQL and/or Python, for workflow automation and to extract large sets of data, and design of ETL flows
• Proficiency in data analysis: ability to gather, synthesize, analyze, and prioritize information to make recommendations that will improve customer experience
• Demonstrated experience in multitasking and managing priorities
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Superb interpersonal skills with the ability to clearly articulate to users and management

CSMS is here to offer you:

• Opportunity to work within a leading company and gain a multicultural experience
• Competitive salary and remuneration package
• Supplemental health and dental insurance plan
• Life insurance
• Monthly food allowance
• Monthly travel/utility allowance
• Wellness allowance
• MultiSport card
• 25 days paid annual leave
• Employee Assistance Program (EAP)
• Monthly performance bonus
• Annual performance bonus
• Other bonuses such as Refer-a-Friend, newlywed, baby bonus, etc.
• Company-sponsored seminars, training, social activities, and events

We offer an extensive training program, which prepares our newcomers for their line of work. Encouraging the personal and professional development of our team members is at the heart of what we do. With us, you will have a lot of growth opportunities both horizontally and vertically within the company.

If this job opportunity is interesting for you, please apply by sending your CV in English.
All applications will be treated with strict confidentiality.

Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)

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