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Zendesk Technical Lead

5 months ago

Erie, United States Tata Consultancy Services Full time

Job description


Responsibility :

• Build and maintain support applications and tools

• Improve team efficiency and quality by building / maintaining tools to assist in daily operations.

Build and maintain apps/integrations that bring critical user information directly into the support platform.

o Build and maintain integrations with our support platform (Zendesk) and external services (e.g. Vimeo, OTT, Salesforce, Airtable, Slack, etc.). In particular, maintain the webhook integration between Zendesk and Vimeo.

o Configure and maintain other third-party applications within the support platform.

o Build and maintain the Help Centre front end and Helpcenter customisation

o Knowledge on SSO (single sign on) and ability to customise support experience based on Customers identification (membership type)

o Add/remove copy, upsells, and tweaks to the overall appearance.

o Implement Help Centre integrations (AI chatbot).

o Build and maintain browser-based and phone support channels

§ This includes the Core Contact Form, other specialised contact forms, as well as various Zendesk widgets across the site.

§ Investigate and implement new support channels, such as AI-powered chat interfaces.

§ Build, evolve and maintain the Enterprise phone support line in Twilio.


Skills;


• Experience in a systems application developing/engineering role within customer support

• 3+ years of experiences working with Zendesk app frameworks and Web API s and a general understanding of Zendesk is a must

• Proficiency in NodeJS, Python, PHP, ReactJS, NextJS

• CI/CD tools