Care Tools Engineer - Zendesk
Description For Care Tools Engineer - Zendesk
Deliveroo is seeking a Care Tools Engineer to optimize and maintain the performance of their Care tools and systems. The role involves working closely with cross-functional teams to understand business requirements, implement system enhancements, and troubleshoot technical issues. The engineer will be responsible for configuring and customizing Zendesk, managing user accounts and permissions, creating ticketing systems and workflows, developing integrations, and monitoring system performance. They will also provide training to end-users, collaborate with stakeholders to improve customer support, and analyze data for optimization opportunities. The ideal candidate should have experience with Zendesk administration, strong problem-solving skills, and a deep understanding of customer support processes. Deliveroo offers a range of benefits including health, family, finance, and growth opportunities, and values diversity in the workplace. This role presents an exciting opportunity to be part of a fast-growing startup in the food delivery industry, working on innovative solutions to enhance customer care.
Responsibilities For Care Tools Engineer - Zendesk
- Configure and customise Zendesk to meet the organisation's specific requirements
- Manage user accounts, roles, and permissions within Zendesk
- Create and maintain ticketing systems, automation, and workflows to streamline support processes
- Develop and maintain integrations with other systems and applications to ensure seamless data flow
- Monitor system performance, troubleshoot issues, and implement necessary upgrades and patches
- Provide training and support to end-users and internal teams on Zendesk functionality and best practices
- Collaborate with stakeholders to gather requirements and implement solutions to improve customer support and service delivery
- Generate reports and analyse data to identify trends, improvement areas, and optimisation opportunities
- Stay updated on Zendesk features, updates, and best practices to ensure the platform is utilised to its full potential
Requirements For Care Tools Engineer - Zendesk
- Proven experience as a Zendesk Administrator or in a similar role
- In-depth knowledge of Zendesk configuration, customisation, and administration
- Proficiency in creating and managing Zendesk automation, workflows, and integrations
- Strong understanding of customer support processes and best practices
- Excellent problem-solving and troubleshooting skills
- Ability to communicate effectively and collaborate with cross-functional teams
- Experience in generating and interpreting reports and data analysis
- Strong understanding of system integration, API usage, and data management
Benefits For Care Tools Engineer - Zendesk
- Health benefits
- Family benefits
- Financial benefits
- Community benefits
- Convenience benefits
- Growth opportunities
- Relocation assistance
