● Understand the operations team tasks and draft end-to-end workflow for email support and chat support using Zendesk.
● Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs, escalation matrix for email and chat.
● Share requirements with tech/product team for integration with database. Identify which fields to be passed, what/when needs to be updated etc.
● Define dispositions and categorisation for detailed insight into types of customer issues.
● Create and share detailed reports with detailed insights into customer issues and support team performance on a daily, weekly and monthly basis.
● Work with support and operations team to identify gaps and improve support experience & SLAs.
● Continuously improve the support experience & SLAs by gathering feedback from the support & operations team.
● Manage & troubleshoot day to day issues faced by the support team.
● Manage users, teams and roles for all teams (support, operations etc) accessing Zendesk
● Need to tasks related to chat configuration
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