CX Tools – Support Systems Manager

Employment Type:
Full Time
Sector:
Marketing Jobs, Network Jobs
Job Role:
Customer Service Jobs
Area:
Dublin
Location:
Ireland
Salary:
competitive
Posted:
19-Jun-17
Recruiter:
Mobile Jobs
Job Ref:
RX00140817 - X

Manage third-party tools like Zendesk, SnapEngage, LiveOps, Lithium Community as well as our custom-built tools
Own maintenance, upgrades, incident response, user and data management, integrations and customization of these platforms as part of the Tools team
Work with cross functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions
Manage relationships with third-party vendors, including evaluation of and procurement of new services
Develop long-term scalable solutions that allow us to offer better support more quickly
Write documentation and operational playbooks to ensure the systems we use are maintainable long-term
Requirements:
BA/BS degree or equivalent practical experience
3+ years experience administering Zendesk, Salesforce Service Cloud, or a similar large CRM or support ticketing system for a large, high-performing team
Strong communication skills and experience presenting to senior leadership
Experience managing social support processes is a plus
Experience building and integrating Salesforce or Zendesk applications is a plus
Front-line experience in customer support or service industries is a plus

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