Summary
Date Posted: Friday, March 11, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Service Systems Administrator

About the job
Superpedestrian is engineering the future of micromobility. The Superpedestrian team is composed of some of the most talented operations specialists, policy managers, designers and engineers, all focused on transforming the future urban mobility. Our scooters, called LINK, were designed to prioritize safety from the inside out, and our Superpedestrian team is dedicated to building meaningful local and city partnerships across the world. Join us!

Superpedestrian is looking for an experienced business systems administrator to own all of our CX software tools (Zendesk, Mavenoid, etc) with the goal of improving the customer experience and optimizing agent workflows.

You will be responsible for supporting the day-to-day operations and strategic direction of our tools. You will need to juggle a diverse workload that includes application management, troubleshooting and optimization. This is a great fit if you have passion for technology and how it can make or break the customer experience.


What you'll do:
• Administer platform’s usage to optimize effectiveness of the customer support team
• Provide thought leadership on key system developments and identify innovations and new capabilities that meet the operation’s strategic goals
• Configure, maintain and restructure the CRM ticketing infrastructure for multiple BPOs, and teams of agents
• Create business rules and automations to fulfill the multiple business needs
• Monitor self-service trends and optimize for the best resolution rate
• Troubleshoot and resolve any software performance issues
• Identify operational weaknesses and partner to improve or innovate new processes
• Serve as the liaison to system help desk for all technical issues
• Maintain expert-level understanding of all tooling features, enhancements, changes and releases

What we’re looking for:
• Experience working in and supporting customer service organizations
• History of working Zendesk advanced administration experience
• Working knowledge of Developer tools including Zendesk apps and APIs
• Demonstrated ability to understand and convert business processes to business requirements and application functionality
• Proven project management, multitasking & prioritization skills
• Strong ability to gather, synthesize, analyze and prioritize information to make recommendations that will improve customer experience
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Superb interpersonal skills with ability to clearly articulate to users and management
• Zendesk certification preferred

Why you’d want to join us:
• We’re different.
• We are born of engineers, not venture capitalists. Our control centre and test labs are located in Cambridge, Massachusetts, alongside MIT and Harvard University. We have some of the sharpest minds in the industry, and we hold more than 30 patents for our amazing technologies. None of our competitors come close.
• LINK is the result of eight years developing our artificial intelligence-driven safety platform, and two years designing a robust chassis and efficient powertrain to match. We take our time to get our technology, our operations and our recruitment just right, because we think long-term.
• And we’re growing fast. You’ll have the opportunity to shape our company and the way we work, and make a real difference to communities through our services.
Superpedestrian actively encourages applicants of all backgrounds. If you think you meet most of the requirements, but not every single point on the job description, please apply! We’d love to have a chat and see if you'd be a great addition to our team.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
Use the link(s) below to apply on company website.
• Customer Service Systems Administrator 

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