If you’re passionate about innovating the customer interaction experience through the optimization of internal tools as well as the exploration of AI and other technologies then we want to hear from you. As the Zendesk Optimization Analyst, you will lead the internal strategy and administration of Zendesk and other tools to help us create the service trifecta: high quality, efficient, and cost effective. Experience working with the Zendesk Customer Relationship Management ticketing system is critical. Day-to-day roles include the oversight of internal tools, analysis of their effectiveness, project management, while partnering with your colleagues to provide a world class experience to our customers and a great user experience to employees.

This job is located in Chicago. 

Your Responsibilities

• Optimize/enhance the Help Center functionality, usability and appearance
• Lead projects that improve the customer experience, recommend revised structures to reduce administrative complexity, and create a better user experience
• Author business requirements and use cases for new functionality (i.e self-service)
• Recommend improvements for new features, products, and functionality
• Evaluate and administer the views in Zendesk, manage user access, permissions, and invoice
• System monitoring and response during outages
• Work with internal stakeholders to enhance internal tools
• Lead the implementation of process flows and custom rules
• Connect to industry trends and interface with third-party vendors as required
• Work with data analyst to integrate reporting into internal tool
• Create a roadmap of progress opportunities for our tier zero channel to assist in budget planning
• Assist with the development of customer service metrics to measure all aspects of our Help Center and optimization initiatives

Your Background

• Expert level user of Zendesk CRM products (Zendesk Support, Guide, Explore, Answer Bot, and web widget)
• Project management experience with strong written and verbal communication skills
• Working knowledge with HTML/CSS, JavaScript, and Google analytics, helpful is also JavaScript JSON and working with API’s
• 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
• Ability to multi-task and work multiple initiatives or tasks
• Highly innovative with creative problem solving skills
• Experience or willingness to learn basic html
• Ability to adapt to change and a fast paced environment
• Possesses exceptional internal/external customer focus and a devotion to those they support
• A self-starter who is at ease taking initiative and ownership of creating and implementing new ideas

• Facilitate meetings with internal departments to develop a deep understanding of their needs pertaining to ticketing solutions
• Create greater support scale through the optimization and enhancement of tools that reduce costs associated with manual handling