Help create a tools strategy for our Customer Relationship Management tooling (Zendesk)
Configure and maintain omnichannel routing and AI features for efficient ticket distribution and automated responses
Update and maintain help center themes, improve self-service flows to reduce overall ticket volume while boosting customer satisfaction
Develop and maintain procedural and technical system documentation, troubleshooting guides, and self-service resources for internal stakeholders
Administrate our tools on a daily basis, including but not limited to managing a multiple user setup, profiles and roles, customization of forms, fields, views, triggers, and other business rules
Perform customization of fields, forms, views, business rules, workflows, email notifications, approval processes, reports, and dashboards
Implement and support new system rollouts, as well as all required maintenance and upgrades in addition to recommendations for process improvements
Be responsible for overall data quality in our Customer Relationship Management tooling (Zendesk)
Troubleshoot and provide solutions for technical issues and escalations
Provide new user accounts and manage licenses and permissions
Assist in the training of new and current users
Assist in data imports, exports, and updates while utilizing Explore and other tools, such as Tableau
Work cross-functionally with teams and stakeholders
Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level
