Care Tools Engineer - Zendesk

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

As a Care Tools Engineer at Deliveroo, you will play a pivotal role in optimising and maintaining the performance of our Care tools and systems. You will work closely with cross-functional teams to understand business requirements, implement system enhancements, and troubleshoot any technical issues that may arise. Additionally, you will evaluate new Care tools and make recommendations for potential integrations to enhance our customer support capabilities. Systems include Zendesk Support, Explore, Amazon Connect, Zapier, Twilio, Ziwo, and Shelf.io.

Responsibilities:

• Configure and customise Zendesk to meet the organisation's specific requirements.

• Manage user accounts, roles, and permissions within Zendesk.

• Create and maintain ticketing systems, automation, and workflows to streamline support processes.

• Develop and maintain integrations with other systems and applications to ensure seamless data flow.

• Monitor system performance, troubleshoot issues, and implement necessary upgrades and patches.

• Provide training and support to end-users and internal teams on Zendesk functionality and best practices.

• Collaborate with stakeholders to gather requirements and implement solutions to improve customer support and service delivery.

• Generate reports and analyse data to identify trends, improvement areas, and optimisation opportunities.

• Stay updated on Zendesk features, updates, and best practices to ensure the platform is utilised to its full potential.

Requirements:

• Proven experience as a Zendesk Administrator or in a similar role.

• In-depth knowledge of Zendesk configuration, customisation, and administration.

• Proficiency in creating and managing Zendesk automation, workflows, and integrations.

• Strong understanding of customer support processes and best practices.

• Excellent problem-solving and troubleshooting skills.

• Ability to communicate effectively and collaborate with cross-functional teams.

• Experience in generating and interpreting reports and data analysis.

• Strong understanding of system integration, API usage, and data management.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Zendesk Administrator certification.

What We Are Looking For

• Pride in readable, well-designed, well-tested solutions

• Experience administering Amazon Connect, Zendesk or other 3rd party Care Tooling systems

• Experienced in planning, building and maintaining efficient, scalable customer care structures across various support roles

• Being an effective problem solver, experience in resolving issues relating to third-party systems, calling out effectively where necessary

• Experience conducting in-depth reviews of workflows further to optimise existing processes with the use of technology

• Risk analysis and experience working in dynamic environments

• Strive to educate and empower users to become self-sufficient across all systems whilst mentoring others

• Ability to create support material catered to both technical and non-technical staff

Join Our Team:

If you are passionate about leveraging technology to drive exceptional customer experiences and are eager to take on the challenge of managing and developing care tools and systems, we encourage you to apply for the Care Tools Engineer position at Deliveroo. Join our team and be part of a company that is committed to innovation and excellence in customer care.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of benefits in areas including health, family, finance, community, convenience, growth and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing startups in an incredibly exciting space.