Telecom Support Engineer II (Zendesk Technical Focus)

Concentrix is a global company seeking a Telecom Support Engineer II focused on Zendesk. The role involves comprehensive support of the Zendesk platform for over 50 customers, including new implementations, integrations, and training for end customers.

Responsibilities:

• Comprehensive support of the Zendesk platform for 50+ customers
• Duties include supporting new implementations, integrations with APIs, adapters, across multiple channels, maintenance activities (scheduled and emergency changes), monitoring of the platform (infrastructure and application components), performing support and administration tasks, and to provide both written and verbal training for end customers during implementation
• Overall support of the Zendesk platform, including (but not limited to) the following activities:
• Customize and maintain Zendesk settings, including triggers, automations, workflows, and integrations with CRM and communication tools
• Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support
• Assist in developing training materials and training users on Zendesk
• Assist in building reports and dashboards
• Collaborate with IT and Customer Support teams to troubleshoot issues, enhance user experience, and drive continuous improvements
• Stay up to date with Zendesk updates, new features, and industry best practices to continuously enhance our platform
• Be part of a remote team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support
• Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc
• Ability to build and deploy automation (scripts, bots, workflows)

Requirements:

• Strong technical proficiency in software integrations, mainly using APIs, webhooks, and CRM systems
• Strong verbal and written communication skills. (English language is required)
• Ability to troubleshoot and resolve complex technical issues related to Zendesk and integrated systems
• High level of customer focus and service excellence
• Comfortable with change and complexity, demonstrating adaptability in a fast-paced global environment
• 2-3 yr Experience implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
• 2-3 yr Experience managing Zendesk security, user permissions, and compliance settings
• 2-3 yr Experience in training and coaching internal teams to maximize Zendesk's capabilities
• 2-3 yr Experience as a Zendesk Administrator, with expertise in configuring and customizing Zendesk settings and workflows
• 1 – 2 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus
• Innovative thinking - 'how can we' attitude