crm helpdesk AdministratorKeywords Studios

Keywords Player Support is a fast-growing service line of the Keywords Studios company that offers customer service positions in the exciting gaming industry! Pioneers & Leaders for over 20 years, we have been the premier international provider of services for companies that publish and develop MMOs, virtual worlds, social games, casual games, mobile games and transmedia content. We also provide services to online payment and virtual goods providers.
Our Player Support Service Line is looking for an experienced Helpdesk Administrator to be responsible for creating and configuring Helpdesks using CRM systems such as Helpshift, Zendesk and Salesforce. The Helpdesk Administrator will work with stakeholders to determine their needs and design and execute a plan to satisfy those goals. Solutions can include the use of built-in tools such as automated workflows, chat bots, view and ticket order strategies, etc.
Main responsibilities will be in particular:
Configure CRM tools from ground up, including:
Conducting needs assessments with clients and stakeholders
Configure ticket automations
Configure chat bots
Configure queues / views
Design internal and external knowledge-base frameworks
Configure reports to client specifications
Develop standard dashboards and reports
Provide technical solutions to meet client requirement
Requirements
HMTL and CSS knowledge
Experience configuring and maintaining CRM systems such as Helpshift, Zendesk or Salesforce
Strong "automation" mindset
Experience in Customer Service or Technical Support
Ability to discuss technical issues with both technical and non-technical people
Value-Add:
Passionate about video games
Expertise in JavaScript
Expertise in Python
Experience with API connections
Experience working in an Agile environment
Related certifications:
Salesforce Administrator
Salesforce Advanced Administrator
Zendesk Support Admin Certification
Zendesk Guide Specialist Certification
Zendesk Explore CX Analyst
Due to COVID-19, successful candidates will be offered to work from home until it is safe to go back working in-house. At that point, the job will be performed from our Manila office.
Our recruitment team will conduct full online recruitment to accommodate those interested in applying.
Keywords Studios

Manila City, Metro Manila
Permanent
Full-time