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Job Details

Business Analyst Customer Service Tools and Systems

Boston, MA, United States

Posted on
Nov 15, 2021

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The Role:
Business Analyst, Customer Service Tools and Systems
This role will be responsible for overall administration and configuration of the Zendesk ticketing system used by CS and other groups within RGG. Work with various stakeholders to address needs/challenges in using the system and work to improve functionality, workflow, content and automated reporting. Subject matter expertise in CS tool set and systems, these include, but are not limited to, Zendesk, Lang.AI, Agyle, ADA, and SharePoint. Your role will involve delivering real-time solutions to users within Customer Service and other internal business areas. You will be the point-person for system requests and issues. This includes managing permissions and workflow settings, as well as triaging users issues and functionality questions. You will be tasked with thinking on your feet to triage and escalate any issues requiring immediate attention to the appropriate technical resources. You will also provide key inputs into workflow improvement discussions & will be encouraged to provide the operational team with relevant suggestions.
What you'll accomplish:
Overall Zendesk workflow configuration and troubleshooting

Requests to update, create permissions or troubleshoot one-off access issues; includes support, guide, and explore
Merge ticket application install and monitoring/modification of triggers re: ticket close and troubleshoot related issues
Troubleshooting related to new/existing functionality, for example: International routing triggers not working, tickets not viewable for RL requests for new hires, etc.
Requests posted to cutover channel, one-off requests, or issues discussed in weekly Supervisor meeting, also providing data for coaching/known issues (contact reason selection)
Create, distribute and manage ZenDesk reporting to contribute to agent and center level data sets, forecasting data and other customer insights as required
Assist in technology and other change initiatives by identifying use cases and assisting Program Manager with ROI development
Testing and evaluating new technologies and sharing concise findings, providing recommendations for new technologies, if appropriate
Provide guidance to metrics and data resources regarding Zendesk data structure; work directly with Zendesk support, as needed, to find resolutions and answers to open questions
Bachelor’s degree
Minimum 2 years of Zen Desk experience
3 -5 years of experience in a call center environment
Experience with ticketing (Zendesk, Salesforce or ServiceNow) and reporting systems (Tableau, Microstrategy, or Domo)
1-3 years of project management experience with enterprise solutions
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately
Preferred Qualifications
Prior experience in e-commerce or retail customer call center
Ability to work in a fast-paced environment and adapt to changing priorities
Ability to work independently as well as contribute to a team; be flexible, self-motivated and proactive
Ability to work collaboratively and cross-functionally
Attention to detail
Rue Gilt Groupe combines world-class merchandising, technology and marketing to create the most engaging and satisfying online shopping experience available. Each day, 35 million loyal Members turn to Rue La La and Gilt for everything from women, men and children's apparel and accessories to home décor and exclusive experiences. Our approach to retail brings excitement to online shopping in a way that not only strategically supports our brand partners, but also inspires our Members daily. 
This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other

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