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Zendesk Optimization Analyst

| Chicago

In our Chicago office we are seeking an enthusiastic and inquisitive champion to lead our efforts to exponentially optimize our support experience. If you’re passionate about innovating the customer experience through the implementation of internal tools as well as the exploration of AI and other technologies then we’d love to hear from you. Our ideal candidate will lead the internal strategy and administration of Zendesk and other tools to help us create a world-class customer experience. We’re looking for a highly organized self-starter who wants to improve processes for teammates while having a hand in guiding our efforts to create memorable support that delights customers.

Your Responsibilities

  • Administration of the Zendesk ticketing system, configuration monitoring, and performance
  • Optimization of the customer Help Center; functionality, usability, and appearance
  • Recommend and implement improvements for new features, products, and functionality
  • Use technology to create greater support scale while improving the customer experience
  • Assist with the development of KPI's to measure all aspects of our Help Center and optimization initiatives
  • Lead projects that improve the customer experience

Your Qualifications and Skills

  • An expert level user of Zendesk CRM ticketing tools – power user
  • A minimum of two years of experience in contact center processes, technology, and workflow
  • Energized interest in technology – not shy about learning new tools or being self-taught
  • Experience or willingness to learn basic HTML
  • Amazing written and verbal communication skills
  • A self-starter who is at ease taking initiative and ownership of creating and implementing new ideas
  • Demonstrated passion for delighting customers
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavascriptLanguages
    • PHPLanguages
    • jQueryLibraries
    • ReactLibraries
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • Bit.lyAnalytics
    • IllustratorDesign
    • BasecampManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • ExactTargetEmail
    • WhatCountsEmail
    • Oracle EloquaLead Gen

Location

We have swanky penthouse digs in River North, just blocks from both Merchandise Mart and Grand station. Plus plenty of places to grab lunch or a beer!

An Insider's view of cleverbridge

What's something quirky about your company?

The nap room. A solid 10 minutes swinging in that hammock on your lunch break after a heavy meal really gets you energized for the rest of the day. Just don't mistake it for one of our Chicago movie themed conference rooms. The Dark Knight can be misleading. If napping isn't your vice, never fear! Beer buggy Fridays are always near!

Noelle S.

Customer Service Representative

How do you collaborate with other teams in the company?

As a member of our sales team I rely heavily on collaboration. Obviously, marketing and sales work very closely together to help get our message out and bring leads in, but everyone plays a role in our success. Departments like design & development, legal & compliance, and finance all provide insights and expertise through the sales process.

Todd G.

Senior Sales Account Executive

How has your career grown since starting at the company?

When I started here, I was still, in a sense, trying to figure out what I wanted to "do" in my career. In my first year as a CS Rep, I had an opportunity to attend a six-week Introduction to Web Design, taught in-house by one of the designers. After the class ended, a position on the Front End team became available, I applied and got the job!

Andrea O.

Front End Developer

How do you make yourself accessible to the rest of the team?

One-on-one meetings are one key aspect of being accessible to my team. I focus on listening more than talking and ask open-ended questions to understand what makes my team tick, professionally and personally. By identifying strengths and career goals, I can refer projects, tasks, and training in the future to better align with those ambitions.

Jessie A.

Director of Marketing Services

What are cleverbridge Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
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