Zendesk Application Manager

PerfectServe is seeking a Zendesk Application Manager to assist in the delivery of our mission- and business-critical application services with internal customers. We are looking for an innovative individual to join our Support Center leadership team to continue improving our customer experience.

Our customers are healthcare organizations, providing platforms that help accelerate the speed to care by optimizing provider schedules, streamlining clinical communication, and engaging patients.  Our cloud-based software simplifies complex clinical workflows and schedules with secure and timely communication by dynamically routing messages to the right person at the right time.  We drive more efficient care collaboration in all settings to improve patient outcomes and bring joy back to caregivers.

Key Responsibilities:

The role of the Application Manager progresses from supporting a single application and tracking its metrics to driving operational strategy and driving a cross-functional team to identify major new initiatives that have a significant impact on business applications
Collaborate with various cross-functional team members, understand business requirements, and business risks, and deliver clear PRD documentation
Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership
Work with vendor support for escalations
Demonstrate leadership by analyzing and reporting out root cause analysis, proactively escalate trending issues
Track key application metrics, drive insights to measure results against goals
Provide inputs to the roadmap, suggest features for applications, work with vendors and engineering to implement
Analyze application issues, addressing configuration, implementation, and function or process failures
Prioritize independently using predefined criteria, deliver a set of tasks or a small / medium project
Partner with a cross-functional team to determine how topic trends can be used for wider organizational insights
Effectively use internal project management tools such as Trello and Asana
Proactively reach out for help when blocked on assigned tasks
Write complex queries and perform data analysis using appropriate application tools
Deeply understand functional area data models

Qualifications:

Bachelor’s degree or equivalent professional experience required
1-3 years of relevant professional experience
Working knowledge of customer service & Customer Support processes
Hands-on experience integrating customer support platforms to other partner/vendor solutions using APIs
In-depth knowledge of Zendesk APIs
Experience in exchanging data with applications using XML, XLS / CSV / TXT, Flat files and delimited files
Experience in developing scalable Zendesk apps on the Zendesk platform leveraging REST APIs
Web development experience using Java / PHP / C++ / C-Sharp / ASP, HTML, CSS, JavaScript etc.)
Experience with full technical integration of the Zendesk platform into the customer’s support environment to include changes, widget implementation, API integration, workflow configuration, and reporting configurations
Zendesk Certification – Preferred
Professional fluency in English, both written and verbal required
Proven relationship skills that carry across the technical spectrum and multiple geographical locations

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