Senior Technology Optimisation Specialist

• Strong technical contact centre knowledge with exposure to Zendesk
• Work collaboratively with stakeholders and influence decisions across operational teams
• Work flexibly, with 2-3 days a week in our office located in Takapuna 

Start your adventure with Zip

Join our Operations function and support our NZ Customer and Merchant Experience teams deliver amazing experiences to both our end users and merchant partners worldwide. As the subject matter expert in the tools / platforms crucial to the teams' day-to-day operations (such as Zendesk and Amazon Connect), you will use your continuous improvement mindset to increase productivity and upscale our tech stack. 

Cool stuff you’ll be working on

• Act as the key internal stakeholder for our internal and external tools / platforms central to the operations of our Customer and Merchant Experience teams (including Zendesk and Zip NZ's internal admin portal) to support operational processes 
• Identify opportunities to improve our technical platforms to automate and streamline our workflows 
• Assess existing and proposed solutions to the tech stack and identify potential issues, risks, benefits and overall business impacts 
• Use data-driven insights to work with the Product and Engineering teams to develop business requirements / scope of works to contribute towards product development 
• Support the Customer and Merchant Experience teams with triaging and diagnosing technical or integration related issues 
• Provide technical and integration guidance to rectify any technical or integration related merchant issues. 
• Work closely with the Customer Experience leadership team to optimise new processes through the tech stack

What you’ll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow. 

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• 5+ years experience in contact centre technical role is highly desirable
• 5+ years experience as a Zendesk Administrator and/or Zendesk certification is highly desirable
• Previous project management experience or Agile Certification
• Experience in incident management and able to articulate root causes and impacts
• Experience in working with large data sets across multiple platforms to find valuable insights (such as identifying root causes for issues/errors or areas for improvement) to drive business decisions
• Excellent verbal and written communication skills, and the ability to bridge the gap between stakeholders in technical and non-technical roles within the business

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.  

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Team social events, epic offices and free breakfast daily

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

#LI-Hybrid