Software Implementation Specialist (BOG)

Bogota, Bogota, Colombia
Full Time
Customer Success

Position Summary: 

Horatio is seeking a highly skilled and motivated Software Implementation Specialist with expertise in Customer Relationship Management (CRM) systems, particularly Zendesk, and a deep understanding of the customer service industry.

The ideal candidate will be responsible for the implementation, training, and ongoing support of software & applications that are specialized for the customer service industry. You will develop and maintain a deep understanding of the software stack that our clients use, and will be responsible for promoting the success of our support teams by providing guidance, training, and support. You will also be involved with assisting new clients in implementing CRM software and helping them understand how this software can help them solve their operational and business needs.

You will need to work in partnership with clients and assist them in achieving their implementation goals within each system. You will also need to be knowledgeable about the processes for brands to help create and implement new successful methods to allow them to grow and develop. Proficiency in English is crucial for success in this role. 

Required Skills/Abilities:

1. CRM Implementation: Collaborate with clients to understand their specific requirements and configure Zendesk or CRM software to meet their business needs.

  • Design and implement customized workflows, rules, and automation to optimize the customer service process.
  • Integrate Zendesk/CRM Software with other relevant systems, such as eCommerce platforms and other third-party tools.

2. Training and Support: Conduct comprehensive training sessions on Zendesk/CRM software functionalities, best practices, and workflows.

  • Provide ongoing support and assistance to end-users, ensuring they can effectively utilize Zendesk/CRM software to deliver exceptional customer service.
  • Create training materials, documentation, and video tutorials to enhance the learning experience.

3. Project Management: Manage multiple implementation projects simultaneously, ensuring they are delivered on time.

  • Collaborate with cross-functional teams, including operations, training, and development, to ensure seamless project execution.

4. Troubleshooting and Issue Resolution: Diagnose and resolve technical issues related to Zendesk or other CRM software, including errors, access problems, and workflow challenges.

  • Proactively identify system weaknesses and recommend improvements to enhance overall performance.

5. KPI Reporting and Data Extraction: Utilize CRM's reporting and analytics capabilities to generate insights and KPI reports for the management team.

  • Extract and analyze data to provide actionable recommendations for optimizing customer service processes and improving overall efficiency.

6. Continuous Learning and Innovation: stay up-to-date with the latest trends and advancements in CRM, Zendesk, and customer service industry practices.

  • Propose innovative solutions and improvements to enhance our CRM implementation and training services.

Desired Skills & Experience:

  • Advanced spoken and written English.
  • Proven experience in CRM system implementation, particularly with Zendesk (including Kustomer, Gorgias, etc.), in the customer service industry.
  • Proficiency in coding and scripting languages (e.g., JavaScript, Python) to customize workflows.
  • Demonstrated ability to effectively train individuals and groups, adapting training approaches to different learning styles.
  • Strong project management skills, with the ability to handle multiple projects simultaneously.
  • Exceptional problem-solving skills, capable of researching, diagnosing, and implementing effective solutions. Ability to troubleshoot systems issues, including but not limited to errors, access issues, rules, and workflow problems.
  • Detail-oriented and organized, ensuring accuracy and precision in all implementations and training materials.
  • Familiarity with eCommerce processes and integrations with Zendesk is preferred.
  • Excellent communication skills, both written and verbal, to effectively interact with clients and internal teams.
  • Experience with KPI reporting and extracting data in order to help the management team with reports or deliverables.

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