- Build and maintain support applications and tools.
- Improve team efficiency and quality by building / maintaining tools to assist in daily operations.
- Build and maintain apps / integrations that bring critical user information directly into the support platform.
- Build and maintain integrations with our support platform (Zendesk) and external services (. Vimeo, OTT, Salesforce, Airtable, Slack, .
In particular, maintain the webhook integration between Zendesk and Vimeo.
- Configure and maintain other third-party applications within the support platform.
- Build and maintain the Help Centre front end and Help center customization.
- Knowledge on SSO (single sign on) and ability to customize support experience based on Customers identification (membership type).
- Add / remove copy, upsells, and tweaks to the overall appearance.
- Implement Help Centre integrations (AI chatbot).
- Build and maintain browser-based and phone support channels.
- This includes the Core Contact Form, other specialized contact forms, as well as various Zendesk widgets across the site.
- Investigate and implement new support channels, such as AI-powered chat interfaces.
- Build, evolve and maintain the Enterprise phone support line in Twilio.
Skills and knowledge you should possess :
- 4+ years in a systems application developing / engineering role within customer support.
- 3+ years of experiences working with Zendesk app frameworks and Web API s and a general understanding of Zendesk is a must.
- Proficiency in NodeJS, Python, PHP, ReactJS, NextJS.
- CI / CD tools.
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