Zoho Desk Subject Matter Expert

We are seeking a dedicated and proficient Zoho Desk Subject Matter Expert to join our Client Success Department. As the Zoho Desk SME, you will serve as the go-to resource for all things related to Zoho Desk within the customer service team. Your deep expertise in Zoho Desk functionalities, configurations, and best practices will be instrumental in driving efficient and effective customer support operations.

Responsibilities:

1. Zoho Desk Expertise:
   • Possess an in-depth understanding of Zoho Desk features, capabilities, and configurations.
   • Stay up-to-date with the latest updates and enhancements in Zoho Desk to recommend continuous improvements.
2. Sales IQ Expertise:
   • Possess an in-depth understanding of Sales IQ features, capabilities, and configurations.
   • Stay up-to-date with the latest updates and enhancements in Sales IQ to recommend continuous improvements.
3. Configuration and Customization:
   • Configure and customize Zoho Desk and Sales IQ to align with specific customer service processes and requirements.
   • Implement and optimize ticket categories, fields, workflows, and automations to enhance operational efficiency.
4. Process Guidance:
   • Provide guidance and recommendations on structuring and streamlining customer support processes using Zoho Desk, Sales IQ and other Zoho suite products.
   • Collaborate with process owners to identify opportunities for workflow enhancement and automation.
5. Technical Support:
   • Troubleshoot technical issues related to Zoho functionality and integrations.
   • Collaborate with IT and development teams to ensure seamless operations and quick issue resolution.
   • Create guardrails and cross checks to identify agent noncompliance to process and technical failures in order to streamline and standardize the use of Zoho.
6. Training and Onboarding:
   • Conduct training sessions for new and existing team members on using Zoho products effectively.
   • Create training materials, documentation, and guides to assist team members in navigating Zoho product features.
7. Data Analysis and Insights:
   • Utilize Zoho Desk and Sales IQ reporting and analytics to provide insights into customer service performance and trends.
   • Recommend agent and department KPIs that are best suited to measure the productivity, efficiency and quality if customer service delivered.
   • Interpret data to make informed decisions and suggest improvements for better service delivery.
8. Continuous Improvement:
   • Proactively identify opportunities to enhance customer service operations through Zoho Desk optimizations.
   • Collaborate with stakeholders to implement changes that lead to increased efficiency and customer satisfaction.
9. Zoho Suite Expertise:
   • Identify other Zoho products that can bring further improvements to department KPIs if brought in to replace already available products or introduced for the first time.

Qualifications:

• Proven track record as a Zoho Desk Subject Matter Expert.
• Strong technical proficiency in configuring and customizing Zoho Desk and Sales IQ.
• In-depth knowledge of customer service principles, processes, and best practices.
• Analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills to convey technical information to non-technical stakeholders.
• Problem-solving skills to diagnose and resolve technical issues promptly.
• Previous experience in training and supporting team members is a plus.
• Familiarity with other Zoho products and third-party integrations is advantageous.

If you are an accomplished Zoho Desk Subject Matter Expert with a passion for driving excellence in customer service, we invite you to apply and bring your expertise to our dynamic team. Submit your resume and a cover letter outlining your relevant experience and accomplishments today.

• Immediate FULLY REMOTE employment
• Salary: TBD
• Flexible Paid Time Off
• Birthday Time Off
• Company Holidays
• Professional and Management Training

ADDITIONAL DETAILS:

• BYOD (bring your own device) + Cloud based monitoring is required