3 days ago
Pune, IndiaMid Level / Senior
Responsibilities
- Maintain comprehensive expertise across the Zendesk product line.
- Manage and prioritize a backlog of work for an assigned customer portfolio.
- Provide proactive technical assistance and business consultation to optimize customer Zendesk products.
- Gather configuration requirements and collaborate with global Managed Services Consultants.
- Conduct account reviews and configuration analyses to identify improvement opportunities.
- Design, configure, test, and deploy complex configuration updates in production environments.
- Investigate customer requests and recommend configuration solutions based on best practices.
- Contribute to team processes and operational improvements.
- Work directly with customers across USA/LATAM, EMEA, and APAC regions as required.
Requirements
- 3–6 years of professional consulting or customer success experience, ideally in a customer-facing role.
- Background in SQL and Python scripting.
- Demonstrated technical aptitude and enthusiasm for technology.
- Strong communication, interpersonal, problem-solving, and troubleshooting skills.
- Ability to manage multiple initiatives independently and provide proactive recommendations.
- Exceptional attention to detail when making complex, high-impact production changes.
- Experience with Zendesk or the customer experience industry is a plus.
- Experience with Excel, Tableau, or Power BI is advantageous.
- Proficiency in German, French, or Spanish is a plus.
- Flexibility to work in shifts.
Benefits
- Hybrid work arrangement with part-time remote work and required attendance at the local office during part of the week.
- Candidates must be physically located and plan to work from Karnataka or Maharashtra.
- Specific in-office schedule is determined by the hiring manager.
About Zendesk
Zendesk builds a cloud-based customer service and contact center platform that unifies ticketing, messaging, voice, knowledge base, and AI-driven automation for businesses. It sells SaaS subscriptions and add-ons to companies across industries; founded in 2007 and headquartered in San Francisco, Zendesk is privately held under Hellman & Friedman after being taken private, and supports omnichannel CX and employee service workflows.