BOS Analyst I

About the job

Zendesk Related Responsibilities:

Zendesk Management- Tickets, Reports and Dashboards:

Maintain expert level understanding of Zendesk products including Support, Explore, Guide and other marketplace apps to support business needs.

Document the processes, create data flow diagrams, and process flow diagrams to facilitate better system understanding.

Implement and support new system roll outs, as well as all required maintenance and upgrades in addition to recommendations for process improvements.

Responsible for the overall data quality in Zendesk.

Assist in training new and current users on both Zendesk usage, reports, and workflows.

Take ownership of issues and requests received through the BOS (Business Operations Support) team.

Triage, prioritize, and assign tasks to ensure timely resolution.

Regularly review and refine reporting structures in the BOS team to support team members’ movement within the teams for optimal efficiency.

Customer Requests Management:

• Timely generation of tickets received from customer emails. Ensure tickets are created and prioritized on the same day as the request.
• Redact customer-specific documents shared via Zendesk.
• Proactively collaborate with managers to ensure compliance with secure file sharing protocols.
• Onboarding new services customers and creating requisite workflows as per the customer requirement and team’s direction.
• Reports and Dashboards:
• Proficiently crafts and manages Zendesk reports and dashboards tailored to meet specific business requirements.
• Cultivates a deep understanding of Zendesk Explore, demonstrating the ability to independently navigate and optimize reports and dashboards to ensure effective data management.
  
  
  

Project Analysts: Liaison Responsibilities with Functional Teams:

• Customer Service Requirements:
• Create project-specific reports and dashboards to track key performance indicators (KPIs) and key risk indicators (KRIs). Ensure that reports are accurate, timely, and align with project goals.
• Communication and Stakeholder Management:
• Works closely with the key stakeholders to ensure alignment with business objectives and technology solutions.
  
  
  

Working Hours:

• Monday-Friday 8:00 a.m. to 5:00 p.m
  
  
  

Qualification and Key Personal Attributes:

• Qualification: Graduates-Life Sciences, BCA, MCA, BE- Biotech
• Highly personable nature that fosters teamwork
• Showcase adept analytical and problem-solving skills.
• Exhibit exceptional communication skills with a commitment to thorough follow-ups.
• Possess proficiency in utilizing tools such as Excel, SQL, MS Power Query, and Power BI.
• High energy and positive attitude towards working in a culturally diverse environment.
• A passion for ensuring outstanding customer support with a solutions-oriented attitude.
• Proactive and takes ownership in all tasks from start-to-finish.