Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• Work flexibly with our hybrid working environment

• Yearly Kick Off Parties with major giveaways (like the car in 2023)

• Get recognized through our ‘Value Awards’

• Grow your career - yes, we love to promote internally

• Do meaningful work and collaborate with the best

• 900 promotions given each year

• 2,700+ leadership training courses

A Glimpse into Your New Role

• Own the product vision and execute the day-to-day configuration, support, and maintenance of our Zendesk and Salesforce.com instances

• Maintain up-to-date awareness in the latest Zendesk and Salesforce.com applications and share ideas with Sales and Support to improve the performance and throughput of our instances

• Work with stakeholders to gather requirements and design, implement, and communicate Zendesk and Salesforce.com processes and features across global operations

• Work with stakeholders to gather requirements and build and fine-tune reports and dashboards to yield meaningful metrics

• Design standards and best practises, document processes, policies, and instructions, and provide user training and support across global operations

• Work with Business Systems team members to develop workflows and business process automations

• Partner with Business Systems team members to create, maintain, enhance, troubleshoot, and fix system integration incidents occurring between our Zendesk and Salesforce.com applications and our system integration tools

• Evaluate user practices, make recommendations, and grow the Zendesk and Salesforce.com skill set across the global organization

Zendesk:

• Administer all system functions including user account maintenance, groups, forms, conditional fields, triggers, macros, reports, dashboards, and all other administrative tasks

• Evaluate and install new Zendesk releases and Zendesk Marketplace app enhancements and provide users with training and support

• Support Zendesk agents with troubleshooting and fixing system integration incidents occurring between Zendesk and our system integration tools and with Zendesk Support, Guide, Gather, Chat, Talk, and Explore

• Work with stakeholders to gather requirements and configure, test, and implement triggers, conditional fields, macros, automations, notifications, routings, SLAs, etc. in Zendesk to achieve user and organizational requirements

• Collaborate with various team members to define processes, establish KPIs, and evaluate customer satisfaction metrics to identify and proactively address customer needs

Salesforce.com:

• Administer all system functions including user account maintenance, groups, objects, fields, reports and dashboards, workflows, and all other administrative tasks

• Partner with Marketing team members to troubleshoot and fix system integrations incidents occurring between Salesforce.com and our marketing applications

• Evaluate and install new Salesforce.com releases and enhancements and provide users with training and support

• Support Sales team members with troubleshooting and fixing system integration incidents occurring between Salesforce.com and our system integration tools

• Work with stakeholders to gather requirements and configure, test, and implement solutions for fixing data records, sharing rules, creating workflows, groups, etc. in Salesforce.com to achieve user and organizational requirements

• Perform database maintenance tasks, including diagnostic tests and duplicate entry cleansing.

Internal/External Relationships

• Zendesk and Salesforce.com escalation point of contact for internal stakeholders and team members

• Develop relationships and build rapport with internal stakeholders and team members such as functional managers and subject matter experts in other departments, such as Business Systems, Development, Installation, Sales, Support, etc.

What You’ll Bring

• Bachelor’s degree in Computer Science or equivalent education/work experience

• Zendesk or Salesforce.com administrator certification is preferred

Special Requirements

• Some morning and evening calls are expected to coordinate activities with others in different time zones

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.

• Impact: Do, get it done, create impact.

• Passion: Be positive, bring passion and energy.

• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Please refer to job description.