Customer Success Engineer - BPO

This is a key role within Ventrica as we continue to grow and expand our professional and technical services. You will contribute to a culture of collaboration, innovation, and excellence within your team and across the business.

This role suits someone with previous Zendesk experience who wants more exposure to designing, building and supporting instances across multiple verticals and sectors.

Responsibilities:

• Administer and Manage implementing client solutions using Zendesk and other contact centre software as needed.
• Support, Implement and/or optimize the following channels: Messaging and Social, Talk and Email, Bots, and automation.
• Define technical project requirements in collaboration with team members and stakeholders across the business.
• Troubleshoot client issues, document findings, and execute technical solutions with the support of the IT team.
• Work closely with the business to deliver requirements and resolve issues within the agreed timeline.
• Prepare, update, and manage technical and business documentation.
• Establish and maintain professional relationships with clients, while effectively managing technical project materials.
• Develop and present Proof of Concept builds to support the introduction of new functionality and pre-sales processes.
• Ensure customer satisfaction by improving customer experience (CX) and reducing employee effort.
• Present technical solutions and product updates to clients as required.

KEY SKILLS:

Required:

• Proven Experience as a Zendesk Administrator/Consultant or similar role

• Experience with REST APIs, JSON, Web Services.

• Strong understanding of system integration, API usage, and data management.
• Demonstrates a methodical approach to problem-solving and troubleshooting, with the ability to identify, analyse, and resolve technical issues efficiently and effectively.
• Ability to understand business processes and assist in translating business requirements into application functionality. Must be able to effectively communicate with non-technical collaborators.
• Strong personal workload management and organisational skills.
• Excellent communication skills, both verbally and in writing. Must be able to explain technical concepts to non-technical individuals.
• Ability to build and improve relationships across the company and with clients.

Desirable:

• Contact Centre Experience
• Knowledge of any of the following languages – JavaScript, NodeJS, C#.
• Experience Creating, Administering AI Solutions

Who are Ventrica?

Ventrica is a forward-thinking, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. In 2022 we were awarded Gold for Most Effective Application of Technology, and Silver for Outsourced Contact Centre of the Year at the prestigious European Contact Centre & Customer Service Awards. We were also awarded Gold for Manager of the Year, and Silver for Head/Director of the Year at the UK National Contact Centre Awards.