Want to be part of a revolution? Already the leader in application monitoring solutions, Dynatrace is redefining the rules of performance with Dynatrace ONE, its new 3rd generation platform. We are searching for a Customer Success Administrator to support our growing business and advance the value and benefits of information intelligence across our business applications. Do you have what it takes? Come join our dynamic and growing IT center of excellence!
Your role at Dynatrace
Lead Zendesk/Totango production support and process improvement, resolving incidents in a timely fashion (in line with KPIs)
Monitor performance of automations, triggers, and workflows within the Zendesk and Totango environments
Maintain and manage the backlog of operational and functionality incident and service requests and work with our internal stakeholders as needed to ensure prioritization and alignment with the business needs
Maintain being a subject matter expert and documentation around Zendesk and Totango enhancements and releases
Help implement strategic initiatives to fully utilize information from our CRM platform to ensure accurate process improvements, enhanced member experience, and drive continuous improvements
Perform tasks as needed to monitor corporate adherence to standard processes and compliance with corporate policies.
Provide quality assurance testing of business enhancements and reports on an as needed basis
Document knowledge base articles and system process flows
What will help you succeed
Bachelors’ degree or in process of Bachelors’ degree preferred
3+ years of Zendesk/Totango or similar administration experience with live channel support systems, including real-time messaging, support ticketing administration, and API/App Integrations
Excellent written and verbal communication skills with the ability to work across the organization with users at various levels of application proficiency
A proven ability to deal with ambiguity in a rapidly changing business environment, resolve problems and offer impacting solutions while working in an interrupt driven environment.
Ability to translate business requirements into technical deliverables
Ambitious, highly motivated team player committed to delivering outstanding customer support aligned with Business Systems initiatives.
Experience with Jira, Slack and Confluence
Experience with data management with focus on attention to detail.
Ability to effectively juggle multiple tasks at the same time.
A bonus if you have Zendesk/Totango app development & API Experience along with Zendesk/Totango certifications or similar
We support your career development and personal growth journey with knowhow, resources and dedicated time.
We believe in providing a flexible, fulfilling and trusting work environment that fits your current life situation.
Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.
We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.