RESPONSIBILITIES:

• Administer and Manage implementing client solutions using Zendesk and other contact centre software as needed.
• Support, Implement and/or optimize the following channels: Messaging and Social, Talk and Email, Bots, and automation.
• Define technical project requirements in collaboration with team members and stakeholders across the business.
• Troubleshoot client issues, document findings, and execute technical solutions with the support of the IT team.
• Work closely with the business to deliver requirements and resolve issues within the agreed timeline.
• Prepare, update, and manage technical and business documentation.
• Establish and maintain professional relationships with clients, while effectively managing technical project materials.
• Ensure customer satisfaction by improving customer experience (CX) and reducing employee effort.
• Present technical solutions and product updates to clients as required.