Zendesk Consultant

Professional Services · APAC- Remote, West Bengal
Department Professional Services
Employment Type Full-Time
Minimum Experience Mid-level

Faye is a global technology company that helps companies grow by successfully creating, customizing, implementing, and managing industry leading customer experience, CRM, and ERP software platforms to meet ever evolving business needs. As a SugarCRM Elite partner and the 2020 SugarCRM Global Reseller of the Year, Faye is also a leading partner with Salesforce, Zendesk, HubSpot, and a provider of a variety of custom software solutions.



Summary

 

We are seeking a strong individual to add to our growing Zendesk practice as a Zendesk Consultant.


Our Professional Services team advises and guides our wide array of clients as they map any number of business needs to Zendesk. We get our clients onboarded quickly and easily by helping them to use, see, learn, and believe in Zendesk.


 

Duties and Responsibilities

 

  • Lead software delivery projects and manage scope, schedule, and budget
  • Work directly with clients to gather business requirements
  • Guide and educate our clients using the Faye Methodology & Framework to give them proactive assistance as they onboard and configure their software
  • Maintain product expertise across the Zendesk product line
  • Collaborate in establishing world-class customer service policies, processes and standards
  • Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations
  • Perform issue identification, communication, and resolution for moderately complex issues
  • Ability to manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio


 

Technical Skills and Experience Desired


  • Undergraduate degree
  • IT/Technical background
  • 3 to 5+ years of experience working as a Software Consultant or Project Manager, ideally in a customer-facing role
  • 2+ years of experience administering Zendesk or similar support platform
  • Experience with Jira, Confluence or similar project management suite
  • Ability to translate business requirements into software solutions


 

Professional Skills & Experience


  • Ability to understand customer needs
  • Excellent communication, interpersonal skills, and writing skills
  • Ability to multi-task, meet deadlines, and manage time
  • Motivated, goal oriented and persistent
  • Ability make autonomous decisions and exercise good judgement
  • Skilled at interfacing with senior-level clients
  • Experience working and communicating effectively within a cross-functional team (Sales, Professional Services, Customer Success)
  • Ability to be productive working from home


 

Performance Factors & “Soft Skills”


  • Highly self-motivated and hard working
  • Caring about clients
  • Positive, can do, “anything is possible” attitude
  • Love of software
  • Significant attention to detail
  • Prioritize effectively and work with a sense of urgency
  • Demonstrable energy, determination, and persistence
  • Sense of humor


 

Faye Values


Performance and attitude consistent with Faye Values:

  • Take Care of Our Clients
  • Anything is Possible Attitude
  • Move Fast
  • Innovation^3
  • Growth Mindset
  • Conscious & Enthusiastic Teamwork
  • Own What Happens



All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status or medical condition.

Thank You

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  • Location
    APAC- Remote, West Bengal
  • Department
    Professional Services
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level