Implementation Specialist
Implementation Specialist
Systems
Systems
Anywhere in India (Remote)
Anywhere in India (Remote)
Posted on : 12 December 2024
Posted on : 12 December 2024
Company Overview
Company Overview
At Pathfinder, we're revolutionizing the retail industry by seamlessly blending physical and digital shopping experiences through our AI-powered . We empower retailers, malls, and airports to maximize revenues and enhance customer engagement by integrating advanced AI solutions.
Role Overview
Role Overview
We are looking for a Chat, Ticketing System, and Call Management Platform Implementation Specialist to manage the deployment and optimization of integrated communication solutions. This role will focus on implementing and configuring chat systems, ticketing systems, and call management platforms to improve the efficiency and effectiveness of customer support teams. The specialist will be responsible for the end-to-end implementation process, including consultation, configuration, training, troubleshooting, and post-implementation support.
The ideal candidate should have a strong background in SaaS platforms for customer support (such as Freshdesk, Zendesk, LiveChat, and call management tools), along with experience in integrating multiple communication channels and managing related projects.
We are looking for a Chat, Ticketing System, and Call Management Platform Implementation Specialist to manage the deployment and optimization of integrated communication solutions. This role will focus on implementing and configuring chat systems, ticketing systems, and call management platforms to improve the efficiency and effectiveness of customer support teams. The specialist will be responsible for the end-to-end implementation process, including consultation, configuration, training, troubleshooting, and post-implementation support. The ideal candidate should have a strong background in SaaS platforms for customer support (such as Freshdesk, Zendesk, LiveChat, and call management tools), along with experience in integrating multiple communication channels and managing related projects.
Key Responsibilities
Key Responsibilities
Implementation and Configuration:
• Lead the end-to-end implementation of chat systems, ticketing systems, and call management platforms.
• Configure and customize the ticketing, chat systems (e.g., Freshdesk, Zendesk), and call management tools (e.g., Teckinfo, Genesys, Twilio) to meet specific workflows and requirements.
• Set up integration between chat, ticketing, and call systems with other client tools (e.g., CRMs, email systems, knowledge bases).
Consultation and Analysis:
• Work closely with internal teams to understand their needs and map out the best solution that includes chat, ticketing, and call management.
• Conduct discovery calls and workshops with internal teams to gather requirements and configure systems that align with their business processes.
• Provide tailored recommendations for improving system experience through optimized multi-channel support systems.
Integration and Workflow Automation:
• Design and implement automated workflows for ticket routing, chat escalation, call management, and reporting.
• Integrate the chat and call management platforms with other systems (e.g., CRM, knowledge bases, and marketing tools) to ensure a seamless customer service operation.
• Implement automation and AI tools for chatbots, ticket prioritization, and automatic responses.
Training and Support:
• Provide training sessions for internal teams on how to use and manage their platforms effectively.
• Offer ongoing support during and after implementation, including troubleshooting, bug fixes, and updates.
• Develop user manuals and documentation for teams to ensure smooth adoption and usage of systems.
Project Handling:
• Oversee and manage multiple tasks/projects simultaneously, ensuring timely and successful implementation.
• Collaborate with internal teams (support, technical, and product teams) to ensure the proper configuration and integration of systems.
• Regularly update on project progress, timelines, and milestones, and provide documentation and reports as needed.
Continuous Improvement and Optimization:
• Monitor the performance and usage of implemented systems and provide
recommenda3ons for ongoing improvement.
• Keep teams informed of new features and updates to the pla=orms and help them
leverage these enhancements.
• Collect feedback from teams to improve processes and enhance service delivery.
Implementation and Configuration:
• Lead the end-to-end implementation of chat systems, ticketing systems, and call management platforms.
• Configure and customize the ticketing, chat systems (e.g., Freshdesk, Zendesk), and call management tools (e.g., Teckinfo, Genesys, Twilio) to meet specific workflows and requirements.
• Set up integration between chat, ticketing, and call systems with other client tools (e.g., CRMs, email systems, knowledge bases).
Consultation and Analysis:
• Work closely with internal teams to understand their needs and map out the best solution that includes chat, ticketing, and call management.
• Conduct discovery calls and workshops with internal teams to gather requirements and configure systems that align with their business processes.
• Provide tailored recommendations for improving system experience through optimized multi-channel support systems.
Integration and Workflow Automation:
• Design and implement automated workflows for ticket routing, chat escalation, call management, and reporting.
• Integrate the chat and call management platforms with other systems (e.g., CRM, knowledge bases, and marketing tools) to ensure a seamless customer service operation.
• Implement automation and AI tools for chatbots, ticket prioritization, and automatic responses.
Training and Support:
• Provide training sessions for internal teams on how to use and manage their platforms effectively.
• Offer ongoing support during and after implementation, including troubleshooting, bug fixes, and updates.
• Develop user manuals and documentation for teams to ensure smooth adoption and usage of systems.
Project Handling:
• Oversee and manage multiple tasks/projects simultaneously, ensuring timely and successful implementation.
• Collaborate with internal teams (support, technical, and product teams) to ensure the proper configuration and integration of systems.
• Regularly update on project progress, timelines, and milestones, and provide documentation and reports as needed.
Continuous Improvement and Optimization:
• Monitor the performance and usage of implemented systems and provide
recommendations for ongoing improvement.
• Keep teams informed of new features and updates to the platforms and help them
leverage these enhancements.
• Collect feedback from teams to improve processes and enhance service delivery.
Implementation and Configuration:
• Lead the end-to-end implementation of chat systems, ticketing systems, and call management platforms.
• Configure and customize the ticketing, chat systems (e.g., Freshdesk, Zendesk), and call management tools (e.g., Teckinfo, Genesys, Twilio) to meet specific workflows and requirements.
• Set up integration between chat, ticketing, and call systems with other client tools (e.g., CRMs, email systems, knowledge bases).
Consultation and Analysis:
• Work closely with internal teams to understand their needs and map out the best solution that includes chat, ticketing, and call management.
• Conduct discovery calls and workshops with internal teams to gather requirements and configure systems that align with their business processes.
• Provide tailored recommendations for improving system experience through optimized multi-channel support systems.
Integration and Workflow Automation:
• Design and implement automated workflows for ticket routing, chat escalation, call management, and reporting.
• Integrate the chat and call management platforms with other systems (e.g., CRM, knowledge bases, and marketing tools) to ensure a seamless customer service operation.
• Implement automation and AI tools for chatbots, ticket prioritization, and automatic responses.
Training and Support:
• Provide training sessions for internal teams on how to use and manage their platforms effectively.
• Offer ongoing support during and after implementation, including troubleshooting, bug fixes, and updates.
• Develop user manuals and documentation for teams to ensure smooth adoption and usage of systems.
Project Handling:
• Oversee and manage multiple tasks/projects simultaneously, ensuring timely and successful implementation.
• Collaborate with internal teams (support, technical, and product teams) to ensure the proper configuration and integration of systems.
• Regularly update on project progress, timelines, and milestones, and provide documentation and reports as needed.
Continuous Improvement and Optimization:
• Monitor the performance and usage of implemented systems and provide
recommendations for ongoing improvement.
• Keep teams informed of new features and updates to the platforms and help them
leverage these enhancements.
• Collect feedback from teams to improve processes and enhance service delivery.
Implementation and Configuration:
• Lead the end-to-end implementation of chat systems, ticketing systems, and call management platforms.
• Configure and customize the ticketing, chat systems (e.g., Freshdesk, Zendesk), and call management tools (e.g., Teckinfo, Genesys, Twilio) to meet specific workflows and requirements.
• Set up integration between chat, ticketing, and call systems with other client tools (e.g., CRMs, email systems, knowledge bases).
Consultation and Analysis:
• Work closely with internal teams to understand their needs and map out the best solution that includes chat, ticketing, and call management.
• Conduct discovery calls and workshops with internal teams to gather requirements and configure systems that align with their business processes.
• Provide tailored recommendations for improving system experience through optimized multi-channel support systems.
Integration and Workflow Automation:
• Design and implement automated workflows for ticket routing, chat escalation, call management, and reporting.
• Integrate the chat and call management platforms with other systems (e.g., CRM, knowledge bases, and marketing tools) to ensure a seamless customer service operation.
• Implement automation and AI tools for chatbots, ticket prioritization, and automatic responses.
Training and Support:
• Provide training sessions for internal teams on how to use and manage their platforms effectively.
• Offer ongoing support during and after implementation, including troubleshooting, bug fixes, and updates.
• Develop user manuals and documentation for teams to ensure smooth adoption and usage of systems.
Project Handling:
• Oversee and manage multiple tasks/projects simultaneously, ensuring timely and successful implementation.
• Collaborate with internal teams (support, technical, and product teams) to ensure the proper configuration and integration of systems.
• Regularly update on project progress, timelines, and milestones, and provide documentation and reports as needed.
Continuous Improvement and Optimization:
• Monitor the performance and usage of implemented systems and provide
recommendations for ongoing improvement.
• Keep teams informed of new features and updates to the platorms and help them
leverage these enhancements.
• Collect feedback from teams to improve processes and enhance service delivery.
Qualifications & Eligibility
Qualifications & Eligibility
Experience:
• 5 years of experience in implementing chat, ticketing, and call management platforms, such as Freshdesk, Zendesk, Teckinfo, Genesys.
• Proven experience in project management and cross-functional collaboration, especially in customer support or SaaS environments.
Skills:
• Strong technical expertise in configuring and troubleshooting chat, ticketing, and call management platforms.
• Excellent understanding of multi-channel customer support workflows and automation best practices.
• Ability to configure complex routing, escalation, and automation rules for tickets, chats, and calls.
• Strong communication skills to effectively work with both technical and non-technical stakeholders.
• Solid problem-solving skills and the ability to handle challenges during implementation.
Education:
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
Certifications (Optional):
• Include ITIL and related certifications.
• Certifications related to Freshdesk, Zendesk, Genesys, or other customer support platforms are a plus.
• Project management certifications such as PMP, Agile, or Scrum certifications are also a bonus.
Experience:
• 5 years of experience in implementing chat, ticketing, and call management platforms, such as Freshdesk, Zendesk, Teckinfo, Genesys.
• Proven experience in project management and cross-functional collaboration, especially in customer support or SaaS environments.
Skills:
• Strong technical expertise in configuring and troubleshooting chat, ticketing, and call management platforms.
• Excellent understanding of multi-channel customer support workflows and automation best practices.
• Ability to configure complex routing, escalation, and automation rules for tickets, chats, and calls.
• Strong communication skills to effectively work with both technical and non-technical stakeholders.
• Solid problem-solving skills and the ability to handle challenges during implementation.
Education:
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
Certifications (Optional):
• Include ITIL and related certifications.
• Certifications related to Freshdesk, Zendesk, Genesys, or other customer support platforms are a plus.
• Project management certifications such as PMP, Agile, or Scrum certifications are also a bonus.
Key Competencies
Key Competencies
Customer-centric approach:
Understanding the needs of stakeholders/teams and delivering tailored solutions that enhance the customer support experience.
Technical expertise:
A deep understanding of customer support platforms and their configuration.
Adaptability:
Ability to quickly learn new technologies and stay updated with industry trends.
Team collaboration:
Excellent interpersonal skills and the ability to work effectively within cross-functional teams.
Customer-centric approach:
Understanding the needs of stakeholders/teams and delivering tailored solutions that enhance the customer support experience.
Technical expertise:
A deep understanding of customer support platforms and their configuration.
Adaptability:
Ability to quickly learn new technologies and stay updated with industry trends.
Team collaboration:
Excellent interpersonal skills and the ability to work effectively within cross-functional teams.
Compensation
Compensation
Salary is not a constraint for the right candidate.
Salary is not a constraint for the right candidate.
Work Location
Work Location
Anywhere in India, work remotely.
Anywhere in India, work remotely.
If you’re eager to embark on an exciting new chapter in your career and believe this opportunity aligns with your aspirations, we’d love to hear from you. Please share your CV at hr@pathfinder.global mentioning the Position name in the subject line.
If you’re eager to embark on an exciting new chapter in your career and believe this opportunity aligns with your aspirations, we’d love to hear from you. Please share your CV at hr@pathfinder.global mentioning the Position name in the subject line.
We would love to hear from you.
We would love to hear from you.
We would love to
hear from you.
Feel free to reach out at:
Feel free to reach out at:
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