Job Description

Who We Are

HH Global are the leader in tech-enabled creative production and procurement. We amplify marketing campaigns through unrivaled production, procurement leadership and the most advanced sustainability capabilities available. All delivered at scale through industry-leading technology and the passionate expertise of our people.

With more than 4,500 colleagues, 26 creative studios and over 5,800 strategic supplier partners across 64 countries, we work with the best talent across the world to partner with our clients to create big impact through big ideas.

Purpose of the Job

The Zendesk Application Engineer will be the central point of contact for all Zendesk application support issues and requests.

Key Responsibilities

• Work closely with direct report to configure changes, optimizations, and implement best practices within Zendesk for 670+ agents
• Improve and optimize the configuration and maintenance of Zendesk Support, Chat, Guide, and Explore as well as associated integrations – including triggers, automations, macros, queries, and dashboards
• Support day-to-day Zendesk operations and Zendesk integrations
• Develop reports for Zendesk Agents and Administrators
• Automate Zendesk workflows within and across systems to improve efficiency and reduce manual tasks
• Create and provide internal documentation including, but not limited to Release Notes and user instructions
• Involved in rolling out new systems and processes whilst ensuring stakeholders are kept informed
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• To be a highly motivated team player with the skills and ability to manage changing priorities with the ability to work comfortably independently
• To work within the relevant legislation, policies and procedures

Knowledge, Skills + Experience

• Recent experience as a Zendesk Administrator or ITSM / CRM platforms for complex environments
• Zendesk Support Certification (desirable)
• Experience with developer tools including third party integrations and APIs
• Experience with configuring dashboards and reports to clearly display KPIs, ideally within an ITSM / CRM system

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We thank all applicants for their interest in a career with us. HH Global are an equal opportunities employer and welcome all suitably qualified candidates from any background, regardless of any personal characteristic, especially those protected by law.

We will make reasonable adjustments to the recruitment process to accommodate any disability. In the first instance, if you require this job advert in an alternative format, or require any assistance, please reach out to HR.EMEA@hhglobal.com

Please note that we carry out a variety of pre-employment background checks which are appropriate for the country that you are based in. These may include: employment history, right to work, identity, professional qualifications, criminal record, sanction file and / or CIFAS checks.