Get Hooked 360, Inc.
The CRM Specialist (CRMS) is in charge of the effective implementation of community engagement strategies of handled brands using Zendesk. The CRMS will work hand-in-hand with the Account Management leaders and other account management stakeholders to ensure that brand community engagement objectives are met.The CRMS is responsible for the Social Media Management component of the project. The CRMS plays an integral role in ensuring that the brand’s community is engaged with on a regular basis. SummaryManaging the internal testing and rollout of changes across all teamsUsing Zendesk explore to improve ticket deflection and agent productivityPerforming hands-on implementation of day-to-day changesReviewing and tuning workflows in ZendeskPeriodically audit agent permissions and ensure access is appropriateUpdate and maintain Knowledge Base and Help CentreUpdate and maintain macrosWrite new reports in Zendesk ExploreAssist in answering/solving of Zendesk issuesImplement SLA measurementsReportingTraining/UpskillingPerform other related duties as required or assigned
Communications or management degree holder
Expert in creating macros, automations, triggers, SLA (business/calendar hours)
Expert in Zendesk Support and Explore (Dashboard, dataset, queries)
Experience in Zendesk Administration is required. Strong technical knowledge and experience administering other products are highly favorable.
Experience in administering Zendesk and/or Software as a Service system
Good technical skills, but not necessarily programming.
Knowledge in creating Calculated attribute and report matrics
High level of literacy in modern PC suites (Windows) and web applications
Knowledge of customer support processes
Highly organized, responsive, and good at project management.
Analytical with a keen desire to improve business processes and performance.