Technology, Information and Internet

Cypher Consulting Europe

1-10

United Kingdom

Our client provides software, hardware and services for cash handling, payments, and self-service transaction solutions to thousands of enterprise customers throughout the world.   

Their technology enables customers in retail, transportation, banking, vending and cash centers to automate their cash handling, provide a single platform for unified payments, and present their end consumers with tailored self-service applications.  Central to everything we do are our IoT transaction platform (Connect-On-Device, COD) and SaaS cloud platform (Connect) which manage their devices and the transactions processed on those devices.

## Tasks

*   Act as internal subject matter expert in deployment project. 
*   Configure, manage, and optimize Zendesk settings and integrations to align with company objectives and workflows. 
*   Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities. 
*   Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions. 
*   Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members. 
*   Ability to integrate Zendesk Talk or other telephony systems 
*   Design and generate reports and dashboards to monitor customer support metrics and KPIs. 
*   Work closely with Customer Support and Service  leadership to design and implement SLAs, ticket workflows, and escalation procedures. 
*   Collaborate with IT and other departments to integrate Zendesk with other tools and platforms. 
*   Ensure compliance with data privacy regulations and security best practices within Zendesk. 
*   Troubleshoot and resolve any Zendesk-related issues or disruptions. 
*   Stay up to date with the latest Zendesk features, best practices, and industry trends. 
*   Ability to integrate with Zendesk Chat or other integrated messaging tools.

## Requirements

*   Strong analytical and problem-solving skills. 
*   Ability to work independently in a distrusted team 
*   Proficient understanding of customer support processes and best practices. 
*   Ability to work in a fast-paced environment and manage multiple priorities. 
*   Excellent written and verbal communication skills in English. 
*   Familiarity with other support tools, CRMs, and integrations is a plus. 
*   Strong team player with a focus on collaboration. 
*   Zendesk Support Administrator Expert certification preferred. (Preferred) 
*   ITIL4 Foundations Certification or ability to obtain within 3 months of start date. (Preferred)

Employee

Manager

<p>Our client provides software, hardware and services for cash handling, payments, and self-service transaction solutions to thousands of enterprise customers throughout the world.   </p>
<p>Their technology enables customers in retail, transportation, banking, vending and cash centers to automate their cash handling, provide a single platform for unified payments, and present their end consumers with tailored self-service applications.  Central to everything we do are our IoT transaction platform (Connect-On-Device, COD) and SaaS cloud platform (Connect) which manage their devices and the transactions processed on those devices.</p>
<h2 id="tasks">Tasks</h2>
<ul>
<li>Act as internal subject matter expert in deployment project. </li>
<li>Configure, manage, and optimize Zendesk settings and integrations to align with company objectives and workflows. </li>
<li>Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities. </li>
<li>Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions. </li>
<li>Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members. </li>
<li>Ability to integrate Zendesk Talk or other telephony systems </li>
<li>Design and generate reports and dashboards to monitor customer support metrics and KPIs. </li>
<li>Work closely with Customer Support and Service  leadership to design and implement SLAs, ticket workflows, and escalation procedures. </li>
<li>Collaborate with IT and other departments to integrate Zendesk with other tools and platforms. </li>
<li>Ensure compliance with data privacy regulations and security best practices within Zendesk. </li>
<li>Troubleshoot and resolve any Zendesk-related issues or disruptions. </li>
<li>Stay up to date with the latest Zendesk features, best practices, and industry trends. </li>
<li>Ability to integrate with Zendesk Chat or other integrated messaging tools.</li>
</ul>
<h2 id="requirements">Requirements</h2>
<ul>
<li>Strong analytical and problem-solving skills. </li>
<li>Ability to work independently in a distrusted team </li>
<li>Proficient understanding of customer support processes and best practices. </li>
<li>Ability to work in a fast-paced environment and manage multiple priorities. </li>
<li>Excellent written and verbal communication skills in English. </li>
<li>Familiarity with other support tools, CRMs, and integrations is a plus. </li>
<li>Strong team player with a focus on collaboration. </li>
<li>Zendesk Support Administrator Expert certification preferred. (Preferred) </li>
<li>ITIL4 Foundations Certification or ability to obtain within 3 months of start date. (Preferred)</li>
</ul>


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