Application Support (Zendesk)

Summary of job role and place in organization  

The CRM Specialist reports to the Application Manager and works closely with the CX Technology & Innovation team and the Customer Service Operations team. 

The CRM Specialist is responsible for configuring, maintaining and optimizing our Zendesk instance in alignment with the Application Manager’s requirements. The CRM Specialist uses out of the box functionalities but also collaborates with the development team to implement custom built features. The CRM Specialist ensures seamless integration of Zendesk with third party applications, including but not limited to: Chatbot, IVR, Nexus, third party sales channels. 

Additionally, the CRM Specialist handles day-to-day change requests, prioritizing tasks according to provided deadlines, to maintain user satisfaction while ensuring reliability and scalability. 

Purpose of the job  

The CRM Specialist is tasked with optimizing Zendesk’s performance through proactive maintenance, effective configuration, and the introduction of new functionalities. This role emphasizes the continuous improvement of operational processes and the implementation of tools that enhance Zendesk’s usability and efficiency. The CRM Specialist collaborates with cross-functional teams to understand business requirements and translate them into effective solutions. 

Responsibilities/core tasks, authorizations  

Responsibilities: 

• Keep track of user needs and requirements. 

• Optimize existing functionalities in line with user requirements. 

• Implement new features based on user needs and optimization opportunities. 

• Collaborate with other teams to ensure continuous development of Zendesk’s functionalities. 

• Collaborate with Zendesk to ensure we make most out of our Zendesk products, following best practices. 

• Troubleshoot and resolve technical issues related to Zendesk’s functionality and performance. 

• Monitor daily performance of Zendesk and alert Application Manager of any abnormalities. 

• Monitor and maximize Customer and Agent satisfaction. 

• Stay up to date with latest CRM technologies and AI advancements.