We are seeking a highly skilled and motivated Gorgias/Zendesk Specialist. You will be responsible for implementing, maintaining, and optimizing our Gorgias platform to enhance customer support operations and ensure a seamless experience for our customers. Your primary focus will be on leveraging the features and capabilities of Gorgias to streamline processes, improve efficiency, and deliver exceptional customer service.
Position Summary
- Managing a comprehensive help center: This involves maintaining product information and frequently asked questions (FAQs) to assist customers.
- Developing and updating macros: These will include dynamic fields for the Customer Support (CS) team to use.
- Designing automated workflows: Streamline repetitive tasks such as auto-responses, ticket tagging, team assignments, and spam filtering.
- Overseeing chatbot functionality: Monitor its performance.
- Maintaining the ticket field system: Ensure it aligns with operational needs.
- Integrating Gorgias with our tech stack: Facilitate seamless data exchange and a holistic view of customer profiles.
- Addressing technical queries: Provide prompt and effective support to the CS team.
- Generating monthly reports: Present Gorgias data to the business.
Responsibilities:
- Bachelor's degree in Graphic Design, Marketing, or related field is preferred.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Proven 3+ years experience working with Gorgias or similar customer support platforms.
- Strong understanding of customer support processes and best practices.
- Proficiency in creating and managing macros, workflows, and automation within Gorgias.
- Experience with chatbot implementation and management is highly desirable.
- Excellent problem-solving skills with the ability to troubleshoot technical issues and provide effective solutions.
- Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
- Analytical mindset with the ability to interpret data, identify trends, and generate actionable insights.
- Ability to work effectively both independently and as part of a team in a fast-paced environment
Nice to Have:
- Experience with Gorgias or a similar customer service platform.
- Certifications or training in customer service-related areas.
- Experience in e-commerce or retail industries.
