• Location
    • Madrid
  • Date Posted
  • Dec. 28, 2021
  • Function
  • Software Engineering
  • Sector
  • Business Applications

Company Description

Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we’ve surpassed $100M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.

#LI-Hybrid

Nexthink Customer Support is looking for a key member to join our team to help us on a journey to create the world’s leading technical support organization. You will own the digital transformation part of that journey by helping us move away from out-of-the-box implementations to cutting edge and high performing tools and systems. While Zendesk is our primary tool and immediate focus point, we will be introducing new tools and systems down the road. Potential tools we will introduce include knowledgebase, telephony, chat, LMS, data visualization, and custom applications within those platforms. You will need to be a professional learner who can take on new technologies and get up to speed quickly. This is a great opportunity for a passionate visionary who can both conceive their own brilliant ideas as well foster feedback and then convert it into technical solutions.

Responsibilities

  • Take Nexthink’s Customer Support team through a digital transformation by optimizing our internal and external facing tools to meet the demands of our employees and customers
  • Design and implement contact pages, triggers, ticket views, manager and agent dashboards, ticket layout, ticket taxonomy, all settings and other fields and features
  • Build and own the processes for system configuration, development, integration, and testing
  • Partner with our Reporting Analyst to ensure our tools are capable of delivering the critical insights necessary for our leaders to effectively manage the business
  • Create a continuous improvement methodology by building the appropriate listening systems to collect feedback from our employees
  • Manage workload through agile development methodologies, including working in sprints and scoping story points
  • Uphold strict and consistent standards of customization and process documentation to ensure continuity and visibility into what’s changed
  • Troubleshoot support issues within Zendesk as they arise with detailed mitigation plans.
  • Decrease Support Engineer time spent on managing customer tickets within Zendesk by creating workflow efficiencies and automation.
  • Integrate additional tools into the CRM such as chat and telephony solutions.
  • Work with managers, quality assurance specialists, and directors to understand the strategic demands of the organization and ensure that Zendesk is set up accordingly.
  • Stay on top of relevant Zendesk trainings and certifications relevant to the role.

Qualifications

  • 2-3 years in a customer-facing contact center role or internal IT helpdesk.
  • 3-5 years of Zendesk administration and custom application development.
  • Zendesk certification is a plus.
  • Knowledge of Salesforce, JIRA, SQL, Gainsight and similar SaaS technologies are a plus.
  • Engineering or relevant technology degree
  • Fluent in English with strong written and verbal communication

Additional Information

We are 800+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.