FSS Revenue Operations Sr. Specialist

Job Description

Key Responsibilities

Quick Resolution of Common Inquiries:

• Handle invoice copy requests, credit card issues, invoice explanations (T1 <ENT), refunds, and account fraud/chargebacks promptly and accurately.

Ticket Triage:

• Perform manual triaging of tickets excluded from automated processes, ensuring tasks are completed swiftly and strictly following Standard Operating Procedures (SOP) to maintain operational efficiency and service quality.

Intelligent Triaging Feedback:

• Provide timely and constructive feedback to enhance the effectiveness of the Intelligent Triaging system.

Billing Management:

• Accurately process a wide range of Revenue Operations (RevOps) billing-related tickets, adhering to company policies and procedures with a strong focus on precision and detail in daily tasks.

Ticket Re-assignment:

• Quickly re-assign tickets to the correct teams to ensure prompt resolution and closure of all issues.

Complex Issue Escalation:

• Identify and escalate urgent and complex edge-case situations not covered in existing knowledge bases.
• Collaborate with Senior Analysts when clarity or additional investigation is required to improve processes and update documentation.

Stakeholder Collaboration:

• Work closely with customers and internal stakeholders to thoroughly understand their requirements and deliver effective solutions.

Performance Management:

• Monitor individual performance metrics, ensuring all tickets are handled within agreed Service Level Agreements (SLAs).

Continuous Improvement:

• Contribute actively to initiatives focused on process enhancements, including updates and revisions to the company Playbook.

Interdepartmental Coordination:

• Develop and maintain strong collaborative relationships across various functional teams to support seamless operational workflows.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.