The Senior Technical Specialist’s role is to provide engineering and operations support for Customer Experience (CE) Contact Centers and ongoing management and administration of CE’s Zendesk system, for CE teams located at office locations in the SEA region.
Baseline responsibilities
- Monitor Zendesk support ticketing system and administration (e.g. business rules, triggers, integrations etc); and proactively manage the day-to-day issues raised by CE users.
- Proactively monitor supported systems and environments to ensure they are operational and performant; and perform all required operational maintenance and troubleshooting of supported systems.
- Actively contribute to monitoring and alerting strategy and approach, using continuous improvement to ensure monitoring is sufficient and appropriate for the environments.
- Contribute to the team workload by accomplishing related tasks to achieve key results as required.
- Track the progress of resolution and provide regular updates for follow-up actions and incident status; and proactively keep users informed throughout all stages of all processes by phone, email and instant messenger.
- Determine the actions required to resolve operational/product problems, escalating as required to minimize the impact to individual users and the organization as a whole.
- Document troubleshooting methodology, information, analyzes facts/conditions regarding the Zendesk support issue, and create coaching materials/technical materials.
- Evaluate, plan and develop new web apps (especially Zendesk Apps), fronted and backend development and API development, necessary to meet business needs.
- Assist in the deployment and upgrading of application stack into non-production and production environments; troubleshoot and resolve problems with the deployment and operation of environments.
- Lead or participate in management of incidents, requests and problems, request fulfilment and problem resolution and escalation activities, and perform root cause analysis.
Other responsibilities
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Perform research and develop new technologies and evaluate work of support suppliers.
- Analyzed current configurations and recommends upgrade and changes to system, as the business needs change.
- Participate in vendor management activities associated with the ongoing maintenance, support and enhancement of CE’s systems and related services.
- Collaborate with internal teams (e.g. IT, Engineering etc) and supplier(s) and develop product integration strategies (e.g. integration with telephony system, CRM, WFM system).
- Participate in strategic and tactical planning of business-driven initiatives, including contact center solutions, CRM etc.
- Establish and maintain sound backup and recovery policies and procedures, and related discovery documents for CE’s systems and environments.
Skills and Experience
The Senior Technical Specialist will need to have the following skills and experience:
- Bachelor's degree, preferably in related field preferred or equivalent work experience.
- Minimum 5 years of experience in software related customer service/contact center operations and technical support role.
- In-depth knowledge of software systems such as Zendesk, JIRA and other CRM.
- Good knowledge of HTML, XML, JavaScript or CSS experience.
- Good understanding of cloud technologies, SaaS concepts and shell scripting.
- Good understanding of ITIL and extensive experience working in an ITIL environment.
- Knowledge of contact center operations and technologies desirable.
- Experience with other contact center products preferred.
- Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas, and commitment to work collaboratively toward common goals.
- Demonstrated passion for delivering a positive customer experience through timely response, and positive interaction, and maintain composure in difficult situations.
- Proven experience in end-to-end problem determination/troubleshooting issues and root cause analysis.
- Good communication and presentation skills with experience interacting with users.
- Proven ability to organize, prioritize and schedule work assignments; and adapt well to changing circumstances, direction, and strategy.
