Technical Architect

Duties And Responsibilities

• Recommendations for improvement based on a thorough review of business requirements, experience, and best practices
• Customization of the Zendesk interface to create user-friendly customer service processes that aid in a faster resolution, including workflow configuration, agent roles and permissions, input fields and notifications
• Creation of custom ticket fields and forms
• Automation of business rules and processes in order to reduce manual input and errors, allowing agents to focus on value-add activities
• Agent training that includes a live Q&A session, empowering agents to manage customer requests more efficiently
• Ability to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items
• Ability to prioritize user requests effectively and manage user expectations
• Ability to multi-task and juggle multiple projects
• Proven track record of being able to learn and adapt to a complex environment with multiple dependencies and niche processes
• Position and present implementation, optimization, and advisory services to customers & prospects
• Work collaboratively with our Strategic Account Executives and Solution Consultants to position success paths for our prospects and customers
• Link business processes with product/technical solutions
• Capture requirements, craft SOWs and change orders for new and existing customers
• Flexible in US hours

Experience