Zendesk Product Owner

Our client provides software, hardware and services for cash handling, payments, and self-service transaction solutions to thousands of enterprise customers throughout the world.

Their technology enables customers in retail, transportation, banking, vending and cash centers to automate their cash handling, provide a single platform for unified payments, and present their end consumers with tailored self-service applications. Central to everything we do are our IoT transaction platform (Connect-On-Device, COD) and SaaS cloud platform (Connect) which manage their devices and the transactions processed on those devices.

• Act as internal subject matter expert in deployment project.
• Configure, manage, and optimize Zendesk settings and integrations to align with company objectives and workflows.
• Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.
• Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.
• Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members.
• Ability to integrate Zendesk Talk or other telephony systems
• Design and generate reports and dashboards to monitor customer support metrics and KPIs.
• Work closely with Customer Support and Service leadership to design and implement SLAs, ticket workflows, and escalation procedures.
• Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.
• Ensure compliance with data privacy regulations and security best practices within Zendesk.
• Troubleshoot and resolve any Zendesk-related issues or disruptions.
• Stay up to date with the latest Zendesk features, best practices, and industry trends.
• Ability to integrate with Zendesk Chat or other integrated messaging tools.

• Strong analytical and problem-solving skills.
• Ability to work independently in a distrusted team
• Proficient understanding of customer support processes and best practices.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent written and verbal communication skills in English.
• Familiarity with other support tools, CRMs, and integrations is a plus.
• Strong team player with a focus on collaboration.
• Zendesk Support Administrator Expert certification preferred. (Preferred)
• ITIL4 Foundations Certification or ability to obtain within 3 months of start date. (Preferred)