Customer Support Systems Manager

Your territory

As part of our Customer Happiness team, you will:

• Help create a tools strategy for Zendesk
• Configure and maintain Zendesk´s Omnichannel routing and AI features for efficient ticket distribution and automated responses
• Update and maintain help center themes, improve self-service flows using Zendesk Guide features, and 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 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

Your profile

Key requirements:

• 3-5 years of Zendesk Administrator experience with demonstration of deep knowledge and strong understanding of the platform
• Certifications, including Zendesk Administrator, strongly preferred
• Experience using Zendesk Guide for integration with Clients’ portals
• Strong understanding of Zendesk best practices and functionality
• Familiarity with Zendesk API integrations is a plus
• Strong data management abilities
• Proven ability to design and implement new processes and facilitate user adoption
• Internal & external facing experience with large multifaceted projects
• International business experience is a plus
• Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex is a plus
• Very good English skills
• Valid Austrian work-permit

Does this sound like you?

• Ability to meet deadlines, handle, and prioritize simultaneous requests
• Ready and willing to take ownership and act independently and decisively
• Excited to work in Austria alongside an outstanding team

Salary range

Just so you know what to expect: For this position, we offer a competitive overpayment based on qualification and experience. Annual gross salary starts at € 50.000 full-time. At Tractive, that means a 4-day work week with a 3-day weekend. If you bring relevant experience in many of the fields of responsibility, the salary will be considerably higher.