by twochickswithasidehustle | Aug 25, 2021 | Uncategorized
Stash is looking for a Zendesk & Tooling Manager for its Customer Experience team who will be the functional owner of all technical responsibilities ranging from tool implementation and management, to systems administration and optimization, to operational guidance and support. The role requires a proficient knowledge of various tools and systems management as well as the ability to provide strong technical and operational support for large and small business initiatives and projects.
What You’ll Do
- Lead multiple highly complex and critical business processes/systems that require design, implementation or integration of technical solutions for the CX team
- Own the team’s Zendesk instance; recommend and implement optimizations to triggers, workflows, API connections, as well as new processes. Explore potential efficiency gains with new tools from the Zendesk marketplace, and manage the Zendesk day-to-day as well as escalations, questions and issues
- Collaborate and partner with the rest of the CX team to determine the technical solutions to address business needs or improvement
- Lead the evaluation, selection and implementation of new tools and techniques
- Administration and technical mastery of other tools such as our telephony system, ticket deflection tools, help center, and internal CX CRMs. Facilitate the creation of a new internal agent tool
- Deliver CX tooling requirements on an ongoing basis to product and engineering teams based off evolving features and product offerings
- Deeply understand the agents’ workflows and work cross-functionally to deliver tooling solutions and requirements that optimize those workflows
- Impact operational KPIs such as Self-Service Rate and Average Handle Time by implementing automations within Zendesk and optimizations on other tools
- Drive the technical implementation of various CX project initiatives, such as routing ticket types to specific channels using current and new tools, configuring our tools and agent processes for new channels such as live chat, etc
- Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision
Skills and Qualifications
- At least 4-6 years of experience as a support engineer, tools administrator, technical operations manager or analyst
- Experience in administering technology platforms, preferably within Customer Service, including expert level knowledge of Zendesk
- Strong analytical and technical expertise; strong problem solving skills, project management, communication and organizational skills
- Ability to learn new technologies quickly and multitask on various simultaneous projects
- Proactive curiosity on process and tools optimizations and efficiencies
- Passionate about the customer experience, excited by finding ways to optimize workflows for our agents and processes for our customers
- Passion for working and learning in a fast growing company, proven ability to deal with ambiguity in a rapidly changing business environment
- Have a strong customer empathy
It’s a Plus if You
- Have a Zendesk administrator certification
- Have experience with any of the following tools: Zendesk, Jira, Solvvy, SalesForce, Looker, API building, Avaya, Fonolo, Data Warehouses, AWS, S3
- Have a degree in a quantitative field such as mathematics, statistics or engineering
- Have a deep knowledge of ticketing and various channel support systems
APPLY HERE
by twochickswithasidehustle | Aug 25, 2021 | Uncategorized
Job Overview
TE Connectivity’s Marketing Data & Insights teams provide deep data (internal and external sources) and analytics capabilities in support of all marketing activities including expertise in data methodologies, systems and tools, delivering insights to online and offline activities by harvesting and utilizing online and offline metrics and customer behavior patterns. They translate quantitative and qualitative data into actionable initiatives that drive engagement and deepen relationships and manage creation and distribution of dashboards to monitor company and department goals and key KPI’s and identify areas for growth and improvement, implement customer feedback mechanisms to capture voice of customer, and communicate findings and best practices to relevant stakeholders. They manage analysis, performance, placement and effectiveness of external marketing efforts including paid search, email, display, and new media. They have experience with Adobe suite of digital analytics tools, Eloqua, Salesforce.com, SEO, SEM, digital acquisition, and e-commerce, product marketing CRM processes, sales automation, lead generation and management.
Senior Analyst: Marketing/Digital Insights
The Senior Analyst of Marketing/Digital Insights will be responsible for TE Connectivity’s business strategy and analysis of TE.com’s web behavioral data in Adobe Analytics, and also work closely with the digital customer experience and business unit marketing teams to help execute TE’s optimization/personalization roadmap. This role will need to work cross functionally with various business units across TE and translate their business questions into a product roadmap for digital reporting. This position will also be responsible for conducting regularly scheduled and ad hoc analyses that dive deep into the data to uncover the hidden insights and recommendations that will help TE go beyond explaining what happened, but rather inform us what we should do next.
The ideal candidate will have extensive experience analyzing web behavioral data and marketing automation data from a B2B perspective. He/She will also have intermediate experience with DMP platforms (such as Adobe Audience Manager), and experience with optimization applications (Adobe Target, Optimizely, etc..) is a plus. This position requires a critical thinker who is a team player, exceptionally curious, impeccable attention to detail and has the ability to work effectively in a fast-paced environment.
Key Responsibilities:
- Lead the requirements gathering and implementation for analytics with a focus on the Adobe platforms including Analytics, Launch, and Audience Manager
- Work with cross-functional teams of product owners, user experience analysts, developers, business unit marketers, content, and other key stakeholders to identify relevant metrics and KPIs, build and interpret reports, communicate results and develop insights and recommendations based on analysis
- Understand the capabilities provided by out-of-the-box components available in Adobe Analytics tools and the integration of Adobe Analytics with other Adobe solutions
- Experience with Adobe Analytics variable configurations and setup
- Hands on experience working with Adobe Analytics data feeds, ideally merging this data with disparate data sources in larger enterprise data lakes
- Maintain detailed design documents (SDR’s)
What your background should look like:
• BA/BS in Business, Finance, Economics, or related field
• 5 – 8 years of experience analyzing web behavioral data in Adobe Analytics (or other web analytics platforms)
• 2+ years of experience working with Adobe Audience manager (or other DMP platforms)
• Knowledge of various data mining techniques to generate business insights
• Strong analytical skills with impeccable attention to detail
• Advanced experience with Tableau, Looker or other data visualization tools
• Experience working with ETL tools like Alteryx, Dataiku, etc.
• SQL, Python, R or other querying language experience a plus
• Strong ability to identify business issues, formulate plans to resolve these issues and effectively communicate the results to all levels of the organization.
• Salesforce, Eloqua, Adobe Target, Optimizely experience a plus
• Excellent written / oral communication with ability to influence all levels of the organization.
• Ability to collaborate in a global team environment.
Specific Requirement
The chosen candidate must legally reside in one of the following States: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
APPLY HERE
by twochickswithasidehustle | Aug 25, 2021 | Uncategorized
NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.
Job Responsibilities Include:
- Respond to client incidents and requests regarding the clinical aspects of the Epic suite (may include, but are not limited to, workflow issues, application errors, user access, etc.)
- Proactively manage all assigned and unassigned incidents and requests
- Drive resolution to maintain our account SLAs (Service Level Agreement)
- Handle incoming calls and follow account specific processes
- Understand the latest configurations and changes of Epic
- Participate in the development of knowledge management and training content for our staff
- Analyze closed incidents to continuously improve and expand knowledge base
- Assist and mentor service desk staff
Basic Qualifications:
- Minimum of 5 years of experience in Epic implementation and support
- Minimum of 5 years of clinical care delivery experience
Preferred Skills:
- Experienced in Epic clinical workflows and functionality
- Demonstrates a service philosophy in all interactions with clinicians and colleagues
- Have experience in analyzing quantitative and qualitative data
- Previous team leadership experience
- Experience in EMR system integration with other clinical systems
- Certification or Proficiency in one or more Epic modules
APPLY HERE
by twochickswithasidehustle | Aug 25, 2021 | Uncategorized
Overview
Perficient has a career opportunity for a Adobe Commerce (Magento) Technical Lead/Architect with our Commerce Business Unit. This can be a remote role within the US, or located at one of our Perficient offices post-Covid.
This candidate will develop and implement eCommerce solutions for our B2C and B2B client base, along with other opportunities to work on various eCommerce initiatives within our national Commerce practice. The candidates’ primary responsibility will be to develop and successfully implement Adobe Magento eCommerce over multiple projects. This includes analysis, technical design, development, testing & training. This person should be comfortable working in a challenging and fast-paced environment while working independently as well as part of a team.
At Perficient you’ll deliver mission-critical technology and business solutions to Fortune 500 companies and some of the most recognized brands on the planet. And you’ll do it with cutting-edge technologies, thanks to our close partnerships with the world’s biggest vendors. Our network of offices across North America, as well as locations in India and China, will give you the opportunity to spread your wings, too.
We are a leading-edge digital consultancy where team members build their careers solving complex and interesting business problems for great brands and clients. Clients love us because we fuse strategy, creative and technology into data-driven solutions – and we bring the full weight of a tech-savvy consulting firm to support our best-of-breed digital consultancy.
Our national Commerce Practice team is comprised of passionate and capable strategists, architects, project managers, business analysts, developers, and infrastructure specialists who specialize in the designing and implementing of industry leading eCommerce platforms. We deliver on the promise of a unified commerce experience, through strategic discussion aligned to business needs. We use an agnostic approach with a deep portfolio of options to address all levels of digital maturity. We are experts on the leading Commerce and Order Management platforms including HCL Commerce, Adobe Commerce (Magento), Optimizely, Znode, InRiver PIM, and IBM Sterling OMS.
Responsibilities
- Participate in elaboration sessions with clients to understand client vision, requirement gathering which help to design, develop and define the scope of project. Create functional design document (FDD).
- Perform Adobe Commerce (Magento) customizations and custom module development required as per requirement
- Develop applications in languages including PHP and Adobe Commerce (Magento) 2.x
- Implement Adobe Commerce (Magento) custom theme integration.
- Ensure implementation, deployment, and backup is done following Perficient standards.
- Produce detailed design documentation, unit test plans, and well documented code artifacts.
- Attend stand-up meetings and report technical blockers to the project lead.
- Attend sprint planning and retrospective meetings.
- Ensure implementation, deployment, and backup is done following Perficient standards.
- Able to understand unique business and technical requirements of the engagement and facilitate communications on the most appropriate solution design.
- Collaborate on the design and development of the appropriate solution with Lead and Architect.
- Produce detailed design documentation, unit test plans and well documented code.
- Able to develop code on the assigned platform and respective integrations in collaboration with other technical team members.
- Demonstrate respect for and responsiveness to our clients and colleagues.
- Independently manage assigned tasks.
- Understand Cloud framework, dev and deployment strategy (as most platforms are now cloud hosted).
- Attend and facilitate stand-up meetings and report technical blockers to the Tech Lead.
- Attend sprint planning and retrospective meetings.
- Conduct code reviews.
- Provide mentoring to junior developers.
Qualifications
- Passionate coder with at least 5 years of PHP software application development experience.
- Experience with Adobe Commerce (Magento) 2.
- Experience with PHP-5, PHP-7, HTML, JavaScript, jQuery, Prototype, XML, Web-Services/WCF, Web API Restful services.
- PWA exposure preferred.
- Experience with Payment gateways like CyberSource, Autherize.net, PayPal, Braintree, Heartland, Paymetric.
- Experience with integration of 3rd party solutions such as Shipping, Tax and Address.
- Full life-cycle development experience – with Agile/Scrum project approach.
- Knowledge of version control systems, web development experience.
- Experience in team lead role leading on off shore development teams.
- Experience with estimating and project planning.
- Solid foundation in Computer Science, with strong competencies in data structures, algorithms and software design.
- Strong written and verbal communication skills.
- Strong attention to detail.
- Strong analytical and problem-solving skills.
- Exhibits personal responsibility and accountability to complete tasks.
- Ability to work collaboratively with other development team members that are on and offshore as well as customers.
- Work on existing applications as well as designing and developing new products and solutions.
- Experience working in a multi-client setting highly preferred.
- Bachelor’s Degree in MIS, Computer Science, Math, Engineering or comparable major.
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
This role requires a unique blend of technical and interpersonal skills as you will support our clients in a variety of ways including – software configuration, product training, problem resolution, and act as a liaison when it is necessary to escalate issues to other team members
About this roll* (Responsibilities)
- Maintain in-depth understanding of company technology, products, and services
- Communicate via phone and email to fully understand, troubleshoot, and resolve customer issues
- Assist with developing instructional content for training and user guides
- Assist the product development team with testing new product features and creating specific test cases
- Conduct system configuration activities at the direction of senior team members
- Ensure customers and their needs a primary focus of your actions; developing and sustaining productive customer relationships
- Demonstrate a positive attitude and respect for coworkers and maintain cooperative working relationships
Do you have the right ingredients*? (Requirements)
- 1-3 years of software support experience
- Exceptional verbal, written and presentation skills
- Demonstrated ability to articulate technical concepts in effective ways
- Strong passion for technology, innovation and product development
- Highly organized and able to manage multiple issues and multi-task in a fast-paced environment
- Understanding of iOS & Android apps and experience within a SaaS environment
APPLY HERE
