Job description

Location: US - Remote - PST working hours required
Salary: $85K - $175K annually + up to 15% bonus, DOE

About the Role:
Applied Value Technologies is seeking an Zendesk Application Manager to assist in the delivery of our mission- and business-critical application services with internal customers. The Application Manager is responsible for implementing, providing world class customer service and identifying and solving the core problems confronting our business applications built on vendor software and internal platforms. The role of Application Manager progresses from supporting a single application and tracking its metrics to driving operational strategy, and leading a cross functional team to identify major new initiatives that have significant impact to business applications.
Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling business by putting people first, and the Enterprise Products team is uniquely positioned to propel this work to the next level as the customer's needs act as the guiding compass, not the technology's limitations!

About you:
We are looking for someone to:

• Partner with business teams to analyze future areas for automation and develop implementation plans
• Partner with vendors, XFN teams and engineering teams to implement solutions that drive business value
• Influence across organizations, build partnerships independently, drive vendors to build and deliver roadmap
• Establish a clear operational strategy, goals and action plan with leadership
• Identify deficient application support processes and framework, and metrics, recommend best practices
• Act as an escalation point for departmental and business process issues
• Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership
• Review key application metrics and insights to measure results against goals
• Provide inputs to the roadmap, suggest features for applications, work with vendors and engineering to implement
• Effectively use internal project management tools such as Tasks and Asana
• Support other team members when blocked on assigned tasks
• Provide guidance to team members performing queries and data analysis using appropriate application tools
• Maintain a deep understanding of functional area data models

Some stuff you need:

• Bachelor's degree or equivalent professional experience required
• 8 to 10 years of Zendesk and integration experience
• Working knowledge of customer service, Customer Support and Customer Experience processes
• Deep technical understanding of applications and business processes, product architecture and integrations, understanding of cross application dependencies and workflows
• Hands-on experience integrating customer support platforms such as Zendesk, Freshdesk, to other partner / vendor customer experience and chatbot solutions such as Medallia, ADA, using APIs and asynchronous integration methods.
• In-depth knowledge of integrating solutions using APIs.
• Experience in exchanging data with applications using XML, XLS / CSV / TXT, Flat files and delimited files.
• Experience in developing scalable customer support apps such as Zendesk platform leveraging REST APIs
• Web development experience using Java / PHP / C++ / C-Sharp / ASP, HTML, CSS, JavaScript etc.
• Experience with full technical integration of the Zendesk platform into the customer's support environment to include changes, widget implementation, API integration, workflow configuration, and reporting configurations
• Professional fluency in English, both written and verbal required

Other stuff you should have:

• RDBMS & SQL knowledge is highly desirable
• Zendesk certification on admin and support modules is highly desirable
• Proven relationship skills that carry across the technical spectrum and multiple geographical locations

A little bit about us:
Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.

We've got you covered:

• Competitive salary + performance bonus
• Unlimited paid leave
• Employer-paid healthcare for employees (medical, dental, vision)
• 401(k) plan with match up to 4%
• 100% paid parental leave up to 16 weeks
• Up to $125 Learning & development allowance
• Up to $100 monthly Health & Wellness stipend
• Employee referral program
• 12 paid holidays annually

Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check.

Job Type: Full-time

Pay: $85,000.00 - $175,000.00 per year

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