About the Role

Customer Support Systems Manager

Full-time (4 days, 35h/week)

Linz, Austria

Remote Friendly

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

Does this sound like you?