BOS Analyst I

As an integral part of Advarra, you will play a crucial role in managing Zendesk operations efficiently and ensuring seamless customer experience through timely ticket generation and expert level understanding of Zendesk products. Your responsibilities will include: - Maintaining an expert level understanding of Zendesk products such as Support, Explore, Guide, and other marketplace apps to cater to business needs effectively. - Documenting processes, creating data flow diagrams, and process flow diagrams to enhance system understanding and facilitate smoother operations. - Implementing and supporting new system rollouts, conducting necessary maintenance and upgrades, and providing recommendations for process improvements. - Ensuring overall data quality in Zendesk and assisting in training new and current users on Zendesk usage, reports, and workflows. - Taking ownership of issues and requests received through the Business Operations Support (BOS) team, triaging, prioritizing, and assigning tasks for timely resolution. - Regularly reviewing and refining reporting structures in the BOS team to support optimal team efficiency and movement within teams. Additionally, you will be responsible for effective customer request management by: - Timely generation of tickets from customer emails, ensuring creation and prioritization on the same day as the request. - Redacting customer-specific documents shared via Zendesk and collaborating with managers to ensure compliance with secure file sharing protocols. - Onboarding new services customers, creating requisite triggers, workflows as per customer requirements, and team direction. Moreover, you will proficiently craft and manage Zendesk reports and dashboards tailored to meet specific business requirements, contributing to enhanced operational efficiency and customer satisfaction.,