[D6] CX System Specialist (Zendesk) - e-commerce project

Department: Operations
Report to: Operations Manager
Location: 477-479 An Duong Vuong, Binh Phu Ward, HCMC
Working time: 8:00 am - 5:50 pm, Mon-Fri (have flextime policy)
Key Responsibilities
Administer the Zendesk Support platform, including users, groups, roles, and permissions.
Configure ticket forms, workflows, triggers, automations, macros, views, routing rules, and SLA policies.
Manage support channels, including Email, Live Chat, Messaging, and Zendesk Talk (if applicable).
Configure API integrations and Marketplace Apps.
Create and maintain reports and dashboards using Zendesk Explore.
Perform sandbox testing, support UAT, and deploy system changes.
Troubleshoot Zendesk configuration issues and provide technical support to internal stakeholders.
Maintain system documentation, configuration records, and standard operating procedures (SOPs).
RESPONSIBILITIES
Hands-on experience administering Zendesk Support or a similar system is required.
Experience configuring Zendesk workflows, including triggers, automations, macros, views, ticket forms, and SLAs.
Experience with Zendesk Explore or other reporting/dashboard tools is preferred.
Experience in Customer Service Quality Assurance, Customer Support Operations, or CX Operations is an advantage.
Advanced Excel/Google Sheets; SQL or BI tools (Power BI, Looker Studio)
Strong analytical and problem-solving skills.
Good communication skills in English.
BENEFITS
Competitive salary
13th-month salary and performance-based bonuses aligned with both individual and company results.
Social insurance with full salary
Private healthcare and annual health check-ups.
Rewards of up to 20,000,000 VND for German and English language certificates.
Variety of engaging activities and well-being programs designed to foster team bonding and support work-life balance.
A dynamic and inclusive work culture, fostering open communication, innovation, and continuous improvement.
Ongoing learning and development opportunities, including on-the-job training and skill enhancement programs.
Clear career development path, with opportunities for internal promotion based on merit and potential.
Ngành nghề: CNTT - Phần cứng / Mạng, Thương mại điện tử, CNTT - Phần mềm
Kinh nghiệm: 1 Năm
Cấp bậc: Nhân viên
Hình thức: Nhân viên chính thức
Địa điểm: Hồ Chí Minh

Yêu cầu công việc

RESPONSIBILITIES
Hands-on experience administering Zendesk Support or a similar system is required.
Experience configuring Zendesk workflows, including triggers, automations, macros, views, ticket forms, and SLAs.
Experience with Zendesk Explore or other reporting/dashboard tools is preferred.
Experience in Customer Service Quality Assurance, Customer Support Operations, or CX Operations is an advantage.
Advanced Excel/Google Sheets; SQL or BI tools (Power BI, Looker Studio)
Strong analytical and problem-solving skills.
Good communication skills in English.
BENEFITS
Competitive salary
13th-month salary and performance-based bonuses aligned with both individual and company results.
Social insurance with full salary
Private healthcare and annual health check-ups.
Rewards of up to 20,000,000 VND for German and English language certificates.
Variety of engaging activities and well-being programs designed to foster team bonding and support work-life balance.
A dynamic and inclusive work culture, fostering open communication, innovation, and continuous improvement.
Ongoing learning and development opportunities, including on-the-job training and skill enhancement programs.
Clear career development path, with opportunities for internal promotion based on merit and potential.