Tech Support Engineer(Zendesk Technical Focus)

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

Job Description Summary

Comprehensive support of the Zendesk platform for 50+ customers. Duties include supporting new implementations, integrations with APIs, adapters, across multiple channels, maintenance activities (scheduled and emergency changes), monitoring of the platform (infrastructure and application components), performing support and administration tasks, and to provide both written and verbal training for end customers during implementation. English language skills are a must. Due to the global nature of the role, candidate needs to be flexible with working hours.

• Overall support of the Zendesk platform, including (but not limited to) the following activities:
• Customize and maintain Zendesk settings, including triggers, automations, workflows, and integrations with CRM and communication tools.
• Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support
• Assist in developing training materials and training users on Zendesk
• Assist in building reports and dashboards
• Collaborate with IT and Customer Support teams to troubleshoot issues, enhance user experience, and drive continuous improvements.
• Stay up to date with Zendesk updates, new features, and industry best practices to continuously enhance our platform.
• Be part of a remote team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support
• Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
• Ability to build and deploy automation (scripts, bots, workflows)
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Required Skills :

• Strong technical proficiency in software integrations, mainly using APIs, webhooks, and CRM systems.
• Strong verbal and written communication skills. (English language is required)
• Ability to troubleshoot and resolve complex technical issues related to Zendesk and integrated systems.
• High level of customer focus and service excellence.
• Comfortable with change and complexity , demonstrating adaptability in a fast-paced global environment.
• 2-3 yr Experience implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
• 2-3 yr Experience managing Zendesk security, user permissions, and compliance settings.
• 2-3 yr Experience in training and coaching internal teams to maximize Zendesk's capabilities.
• 2-3 yr Experience as a Zendesk Administrator, with expertise in configuring and customizing Zendesk settings and workflows.
• 1 – 2 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus
• Innovative thinking - "how can we" attitude

Additional job responsibilities that are desired but not required

• Assist with workflow/process design, best practice education and administration of all Enterprise Business solutions when assigned
• Analyze Zendesk performance metrics, generate insightful reports, and recommend data-driven improvements to enhance customer support efficiency.
• Zendesk certification is a plus