PartnerHero · 1 week ago
Implementation Specialist (Philippines)
United States
Full-time
Remote
Mid LevelCrescendo is a leading company in customer experience, combining outsourcing expertise with innovative technology. The Implementation Specialist will manage and optimize the Zendesk platform and other tools, ensuring efficient support operations and enhancing customer interactions.
ConsultingOutsourcingSoftware
Responsibilities
Configure Zendesk settings, including ticket forms, automations, triggers, macros, and user roles, to align with business requirements and best practices
Manage user accounts, permissions, and access levels for agents, supervisors, and administrators
Monitor system performance, troubleshoot issues, and collaborate with Zendesk support as needed to resolve technical problems
Oversee all other tools utilized by the CX team for chat, live channels, and other customer interaction platforms
Configure and optimize settings within these tools to ensure seamless integration with Zendesk and other systems
Stay informed about new features, updates, and best practices in these tools and recommend opportunities for expansion or enhancement
Analyze current support processes and workflows to identify opportunities for optimization and automation within Zendesk and other customer experience tools
Implement and refine workflows, ticket routing rules, and SLA policies to streamline support operations and improve response times
Regularly review and update knowledge base articles and self-service resources to ensure accuracy and relevance
Create custom reports and dashboards to track key performance metrics and KPIs
Analyze data to identify trends, patterns, and areas for improvement in agent performance, customer satisfaction, and operational efficiency
Provide insights and recommendations based on data analysis to drive informed decision-making and continuous improvement efforts
Serve as the primary point of contact for tool-related inquiries and escalations from the CX team
Ensure schedule is what is executed according to our specs, and last minute changes are made properly
Qualification
Required
Proven experience owning and administering a complex Zendesk instance
Strong hands-on knowledge of Zendesk configuration (triggers, automations, SLAs, forms, roles)
Experience managing CX tools and integrations
Ability to design scalable workflows that reduce manual work and improve response times
Hands-on experience with reporting, dashboards, and CX metrics (Solved tickets, SLA, CSAT, response and resolution times)
Comfortable serving as the primary point of contact for CX tooling issues and escalations
Experience partnering with WFM or Operations to ensure coverage aligns with demand and protects SLAs
Strong communicator with a practical, systems-thinking mindset
Preferred
Zendesk Admin Certification preferred but not required
Benefits
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Access to free posture-based fitness workouts from home
Training and professional development opportunities
Company
PartnerHero
PartnerHero provides companies with staffing customer experience and software development fields.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-10-02Acquired
Leadership Team
Alexandria Dells
Provider Operations Partner Associate
Allison Moore, M.Ed.
Training Manager, Partner Operations
Recent News
2025-06-04
Triad Business Journal
2025-01-01
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