Zendesk Analyst

Warszawa, mazowieckie, Polska Full-time

Webinterpret – a plug and play solution provider that enables any company, small or large, to offer their products worldwide while providing superior customer service – is looking for a Zendesk Analyst.

We are a dynamic, innovative and truly international company that breaks barriers to international retail for sellers from all over the world. Diversity, enthusiasm and buzzing with creative ideas are at the very heart of who we are and what we do.

With our headquarters in France and offices in Canada, China, Spain and Poland, we employ 200+ of most talented and experienced linguists, testers, sales specialists, programmers, data scientists, and many more. English, French, German, Spanish, Russian and Chinese is among the many languages you can hear daily in our office.

 

Zendesk Analyst

Location: Warsaw, Inflancka 4A

 

RESPONSIBILITIES

  • Ensure that the day-to-day Zendesk operations run smoothly and that effective methods are put into place so Customer Support runs to its maximum productivity.
  • Manage and maintain automation in Zendesk
  • Schedule and execute Zendesk adjustment to align with global requirements
  • Manage day-to-day requests using Zendesk, our support request system
  • Run reports through Zendesk Insights an/or GoodData as requested. Creating reports and queries if they currently do not exist.
  • Obtain, evaluate and research relevant data to identify support trends and issues; recording detail, including actions taken in the Zendesk ticketing system.
  • Conducting a periodical analysis of Zendesk settings looking for improvements aiming at efficiency increase or customer experience improvement
  • Lead migration between Zendesk versions
  • Extend the scope and complexity of Zendesk reporting and insights
  • Act as “knowledgeable” advisor in regards to Zendesk performance for Customer Care Director

 

REQUIREMENTS

  • 1+ years of experience with Zendesk or similar platforms (Salesforce or BI tools)
  • ability to work effectively with team members and the user community
  • Experience in Zendesk configuration
  • Ability to manage and prioritize multiple, complex projects simultaneously
  • Strong personal organization, planning, and project management skills



NICE TO HAVE:

  • Experience with GoodData software
  • Experience in OmniChannel support

 

WE OFFER

  • Working with big partners (eBay, Amazon)
  • Product on a big and international scale
  • Opportunities for development
  • Attractive remuneration
  • Referral program
  • Strong integration program
  • Best friends of staff (free espresso and fruits)
  • Relocation support

 

Please include the following statement in your application:

"I hereby authorize you to process my personal data included in my job application for the needs of the recruitment process in accordance with the Personal Data Protection Act dated 29.08.1997 (uniform text: Journal of Laws of the Republic of Poland 2002 No 101, item 926 with further amendments)"