self Service specialistZendesk

Job Description
Zendesk is a rapidly growing B2B company and a leader in the space of customer support software. Our internal customer support organization, Customer Advocacy, strives to set the gold standard for customer support. To that end, we are expanding our self service team, and are hiring for a new role of self service specialist.
This individual will report to one of the Self Service team managers that sits within Zendesk's Customer Advocacy organization. Self Service Specialists will be responsible for supporting efforts including KCS®, Knowledge Management, Community Management, Proactive and Automated Support for the self service experience.
You are a great match for the team if you enjoy helping customers easily understand complex information and have a very detailed eye. You enjoy wearing many hats and having diverse responsibilities. Most importantly, you are a passionate advocate for our customers and enjoy innovating and creating great customer experiences.
To be selected for this role, you must demonstrate a special talent for understanding what our customers need from self service content and working within Zendesk to locate and reconstruct technical tribal knowledge. Last but not least, you are able to translate all this knowledge into clear and easy-to-understand content.
To be successful, you will need to work closely with other members of the self service team as well as with technical experts throughout Zendesk. In addition, you will need to develop and nurture critical partnerships across other teams to ensure that we offer a complete self service solution for areas that challenge our customers. Collaboration is the key to success in this role!
The goal is to increase customers' use of self service support resources and engagement in Zendesk's Help Center. This unique role offers the opportunity to be a part of the team that sets the standard for best in class self-service customer support.
What will you do:
Use many different data sources and collaboration with other Zendesk teams to identify the specific content our customers need to be successful in the self service channel.
Plan, organize, and create high-quality self-service content published to the Zendesk Help Center with particular attention to areas of high effort for our customers, including written content, video, and other instructional media.
Build and manage chatbot flows and automations, driving ticket deflection to meet team goals.
Continuously improve self-service content by responding to internal and external feedback.
Follow the Zendesk style guide to ensure consistency across all self service offerings.
Follow best practices for article structure and labels to maximize search effectiveness and Bot performance.
Enable customer engagement efforts where content is needed such as scripting webinars and developing slides.
Ensure that content needed for proactive support campaigns meets customer needs and is adapted as needed.
Assist with publishing and maintaining KCS® content.
Respond to questions in the Zendesk user community forum and knowledge base comments; engage in online conversations with Zendesk users about product support, best practices, workflows, and other relevant topics.
Assist with the inception, planning, production and execution of content and events in our help center, including but not limited to webinars, AMAs, and newsletters.
Establish strong working relationships with cross-functional teams, including Product Management, Engineering, Product Documentation, Marketing, and Customer Success.
The ideal candidate will meet the following qualifications:
Bachelor's Degree
2+ years experience in a customer service role, ideally in a B2B.
Excellent written communication skills and proven ability to make complex topics easy and engaging.
Highly organized, detail-oriented, and curious.
Proven ability to thrive in a team-oriented and collaborative work environment.
Self-directed, highly-motivated, and proactive.
Thrive in a global environment where continuous learning is a must.
Enjoy receiving feedback from customers and putting their requests into action.
Ability to quickly adapt to shifting priorities, demands, and timelines.
Passionate about innovating on the support experience.
A high level of familiarity with Zendesk products.
Additionally, preference will be given to candidates who possess experience with any of the following:
1 or more years experience in a technical writer, content writer, KCS® publisher, community manager, or similar role.
1 or more years experience managing and maintaining complex chatbot flows.
KCS Practices v6® Certification
Graphic or video creation and editing experience.
Experience writing content that is easily localized for a global customer base.
SEO best practices and implementation.
Experience with adult learning and education.
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.
More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.
Interested in knowing what we do in the community? Check out the to learn more about how we engage with, and provide support to, our local communities.
Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.
Zendesk

Philippines
Permanent
Full-time