Position Purpose
KWRI’s Tech Support Operations team plays a pivotal role in delivering a seamless customer experience. This agile team builds tools and streamlines processes to support the crucial frontline – our representatives who serve KW realtor customers around the globe. As the heroes in charge of supporting Support, our mission is to help frontline teams implement new workflows and prioritize the actions that will have the biggest impact on satisfaction, efficiency, and retention for customers and employees alike.
As a Technical Support Operations Specialist, or a "Zendesk Specialist," you will be responsible for the workspace administration of our core Support tools, with emphasis on our Zendesk ticketing platform and all connected customer experience (CX) apps/integrations, such as Asana, Jira, and Confluence. This role owns the daily operations, as well as request intake, planning, and implementation of initiatives involving their systems. They work closely with support leadership, quality assurance, training and automation resources to refine and scale our systems for long-term growth. Our ideal candidate is highly self-organized, analytical and collaborative, with domain experience in customer service, project management and CX tooling administration. They should possess excellent attention to detail, ability to translate stakeholder requirements into action plans, and a track record of helping teams successfully adopt operational changes in a fast-paced environment.
Physical Requirements
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities as defined by the Americans with Disabilities Act As Amended to perform the essential functions.
- Sitting
- Keyboarding
- Viewing computer monitor