About this Job

Have you ever administered a ticketing system used for customer support? The Twitter Support team is looking for someone to manage and optimize our ticketing system for maximum quality and efficiency. The ideal candidate would be both an operational thinker who can understand the entire system of support tickets flowing in and out of Twitter and also be a highly detail-oriented person who can tweak & test detailed aspects of the system. The goal is to ensure that support requests are routed quickly and effectively so that they can be handled by the appropriate team. This includes administering accounts, groups, ticket filters, customized responses and business logic to streamline support operations and provide the best possible customer service.

Responsibilities

Create, maintain & troubleshoot all administrative functions in our ticketing systems: Zendesk & Assistly Setup and test new ticket filters and business rules Respond to feature requests and bug reports from team members Utilize existing ticketing system functionality to implement a priority-assignment system and/or SLA system for incoming support tickets Analyze ticket flow, and suggest improvements for optimized ticket handling and customer satisfaction Work with support teams to develop ticket workflow for new teams, and set up all necessary admin functions Review ticket data to pinpoint areas for improvement, and compile feature requests/feedback for creators of these ticketing systems

Qualifications

Prior experience administering & operating a ticketing system for customer support purposes. Experience with Zendesk, Assistly or Salesforce a plus Strong attention to detail – must have track record of successful detail-oriented work Excellent interpersonal communication skills – desire to support team members and work collaboratively Logical thinker with almost obsessive enjoyment of problem-solving Basic html and/or javascript skills a plus Experience integrating internal tools with ticketing systems a plus Follow www.twitter.com/JoinTheFlock for more recruiting info.

https://twitter.com/job.html?jvi=otWBVfwF,Job