Hire the best Zendesk Specialists in Austin, TX
Check out Zendesk Specialists in Austin, TX with the skills you need for your next job.
- $75 hourly
- 5.0/5
- (3 jobs)
Most leaders see support as a cost center, but with the proper tools, processes, and training your support organization can not only reduce costs but drive customer retention and generate revenue. As a support executive I have built and improved support teams in telecom, cloud/SaaS (AWS), and private start-ups at one point leading a Support organization with a budget of $20M supporting over 80 different products. As a former support agent, I have the technical background to implement solutions myself using Zendesk (3yrs admin experience on Support, Chat, Talk, and Guide) and Salesforce (Service Cloud). My two degrees in Electrical Engineering and even my research in my Sports Nutrition degree provided a backbone of root cause and data analyses, allowing for reporting of metrics (Zendesk Explore, native Salesforce, Domo, Periscope) and analysis (Excel, SPSS) focused on improving customer satisfaction and retention. In all experiences I have taught myself skillsets beneficial to the role including AWS, SQL, and basic CSS and JS for Zendesk Guide. Finally, I have built and led international support teams, easily earning the trust of the support agents, managers, and peers. I look forward to assisting clients who would like to: - Build a multi-tiered customer and/or technical support organization from scratch. - Build or improve Zendesk functionality (E2E admin function). - Create processes and training for support staff to improve KPIs. - Pivot from a customer support/experience function to customer success using data analyses to drive customer retention and revenue generating opportunities. - Improve support KPI and performance reporting coupled with customer revenue and development metrics to highlight strategic opportunities for cross-team collaboration and improvement. - Implement "get to green" initiatives (improving/saving Enterprise customer relationships, outage/escalation communication and resolution).
Zendesk
Zendesk APIExecutive SupportTechnical SupportMicrosoft ExcelData AnalysisSalesforce Service CloudCustomer SupportDomoTableau - $25 hourly
- 5.0/5
- (2 jobs)
With a Bachelor’s degree in Interactive game studies, I am an avid gamer with knowledge of core elements that go into video game development. Understanding and learning these elements taught me various easily interchangeable skills and will help with future job endeavors. I am a highly motivated individual with a primary focus on self-development, and with my strong work ethic, I plan to build my knowledge continuously through my career paths.
Zendesk
Adobe PhotoshopShopifyAdobe After EffectsMicrosoft WordBlenderCustomer ServiceProduct Support - $8 hourly
- 5.0/5
- (9 jobs)
Let's chat! Before jumping into any project, I love to have a quick 10-minute intro call on Zoom or Google Meet to get to know each other and ensure we're on the same page. Feeling overwhelmed by the day-to-day grind? Are you spending more time juggling emails, scheduling, managing your blog, or handling endless spreadsheets than actually growing your business? It can feel like you're always busy but never moving forward. That's where I come in! I take on the behind-the-scenes work that’s keeping you stuck in your business, so you can focus on what really matters — whether it's being with customers or flexing your creative muscle. I’m all about finding ways to make things more efficient and streamlining processes to help free up your time. Who am I? I’m a dedicated remote professional with over 7 years of experience, including 4 in management. My background spans customer service, data entry, personal assistance, and more. I’m always learning, staying up to date with the latest tools and trends to provide the best possible support. I’m experienced with a wide range of systems, including Slack, Zendesk, Zapier, Etsy, Amazon Seller Central, Shopify, Monday.com, ClickUp, Trello, Jira, Magento, Asana, G-Suite, Microsoft 365, and social media platforms. From managing complex schedules to organizing documents, researching, handling social media, and safeguarding confidential information, I’ve helped lead successful projects across healthcare, non-profits, and consulting industries. How I can help: Whether you need someone to handle the work for you or you'd prefer to learn how to do it yourself, I’ve got you covered. Let’s streamline your operations and get you back to focusing on what you do best — growing your business!
Zendesk
CRM SoftwareData ManagementExecutive SupportProduct ListingsOnline Chat SupportCustomer SupportAdministrative SupportEmail SupportMarketing PlanData EntryMarket ResearchMicrosoft 365 CopilotVirtual AssistanceDigital Marketing - $100 hourly
- 0.0/5
- (1 job)
I'm a seasoned professional with years of experience dedicated to providing an exemplary customer experience at scale. I've both lead teams on projects designing and implementing chatbots, and developed custom RAG architecture entirely by myself. Whether you're looking to automatically foster leads, delight your customers when they reach out for help, or eliminate repetitive work from your daily tasks, I'd love to find a solution for you! - 5 years of experience specializing in the end-to-end identification & resolution of operational inefficiency. - 3 years experience building and launching CS automation tools for both internal and external use. - Over 15 years experience working at every level in support orgs, from the frontline trenches to quarterly planning and execution. - Worked in support orgs ranging from over 3.5 million tickets per year to small orgs with less than 30k/yr
Zendesk
Product ManagementProgram ManagementSQLProduct AnalyticsProject ManagementLLM Prompt EngineeringProcess OptimizationOperations AnalyticsChatbot DevelopmentAnalyticsAutomationCustomer Service - $50 hourly
- 0.0/5
- (0 jobs)
Accomplished technical writer with extensive experience in creating detailed software documentation and managing content for complex products. Proven ability to work cross-functionally, provide constructive feedback, and streamline documentation processes to improve content quality and user satisfaction. * 10 years of experience in publishing highly technical documentation for developers, end users and potential customers * Background in enterprise B2B software, cloud computing, REST API, and web development * Proficient at cross-functional team collaboration to develop content within aggressive time frames * Adept at using research and metrics to make data-based decisions and develop improvement projects * Demonstrated expertise in team leadership by fostering highly productive teams through constructive feedback, editorial guidance, and performance coaching Experience: Campo de Estrellas Conservation Cemetery, Austin, TX — Manager November 2019 – Present • Own all aspects of UX/UI for the cemetery’s WordPress website, with high intention around usability and functionality. • Developed and currently maintain a comprehensive manual to guide staff, contractors, and volunteers in implementing site goals, policies, and best practices. • Increased cemetery visibility with development of video productions by working with PBS Voices producers to create a segment featuring cemetery activities for their web series “Dead and Buried,” reaching over 300K subscribers. • Increased burial sales by 50% within one quarter through strategic partnerships and targeted marketing. Auctane, Austin, TX — Principal Technical Writer September 2020 – June 2024 • Led the creation of webhooks schema API documentation for ShipEngine’s help center, which became one of the top five most-viewed articles of 2023. • Edited code files using a docs-as-code workflow that included Visual Studio Code, Git, GitHub, and ESLint. • Met regularly with Product and Engineering leads to discuss upcoming feature releases and fixes, access testing environments and review functionality, to ensure documentation is delivered accurately and on time. • Led cross-functional content migration project for 2000+ articles to a new instance of Zendesk, coordinating the efforts of various teams and regularly reporting the project’s status to stakeholders. Developed a content inventory, migration roadmap, and implemented a new help center theme and content structure in Zendesk. • Restructured 500+ help articles, aligning content with customer FAQs for enhanced AI-powered chatbot accuracy. • Developed a scalable process to ensure accurate, timely documentation for over 100 integration guides, with new guides added monthly. • Implemented an agile practice to capture and process documentation issues and updates. Administered a Jira board and backlog, led sprint kickoffs and processed hundreds of documentation tickets. • Collaborated with our Content Director to plan and build robust internal documentation using Confluence. Led training sessions for Support and Marketing teams, empowering them to create and maintain their own documentation pages, enhancing knowledge sharing and team autonomy. ShippingEasy, Austin, TX — Lead Technical Writer September 2014 - September 2020 • Strategized, wrote and edited help content of 1,000+ articles that supported ShippingEasy's platform of ecommerce software using clear, concise language to explain complex software and shipping issues. • Reported weekly and monthly metrics to product leadership using Google Analytics, while also providing updates on projects and team achievements. • Utilized HTML and CSS to create and maintain dynamic content in the knowledge base, improving user interaction and usability. • Brought content up to date with the latest product releases, maintaining accuracy through the use of organizing tools, writing and editing schedules, and close collaboration with the product team. • Ensured content alignment with marketing messages by sharing resources and ideas with the marketing team to boost engagement. • Trained new technical writer on ShippingEasy Knowledge Base processes and continued to provide mentorship. • Addressed support agents in weekly release meetings to introduce new content and processes, iterating on the approach as team grew and brands merged. • Closely collaborated with Product and Marketing teams to develop and define new material before establishing a timeline for creation.
Zendesk
WordPressAtlassian ConfluenceJiraOnline HelpTechnical EditingJavaScriptHTMLMarkdownGitHubContent DevelopmentSaaSAPI DocumentationSoftware DocumentationTechnical Writing - $26 hourly
- 4.6/5
- (9 jobs)
What sets me apart from the rest? I am passionate about my career. I am motivated by the endless possibilities, solutions, and connections that I can make through communication. My approach is natural. My energy is genuine. I take pride in my work and the company I represent. I have 10+years of training and experience in sales and customer service/support including door-to-door, outbound calls, cold calling, and inbound calling centers. I have 5 years of experience working through Upwork as a successful freelancer. I am creative while being productive. I am personal while still remaining professional. I have a deeper understanding of the power behind customer interactions and I respect the effect they ultimately have on a business. I really enjoy what I do and that is what makes a world of difference.
Zendesk
SlackMagentoSocial Customer ServiceEmail EtiquetteCustomer SupportTechnical SupportSocial Media RepliesCustomer ServiceGrasshopper Virtual PhoneSalesMicrosoft ExcelPhone CommunicationSocial Media ManagementOrder Tracking Want to browse more freelancers?
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