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Technical Analyst Engineer

ZealgroupKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
On-site Full-time

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Experience Level

Experience

Qualifications

Required Qualifications:Platform Expertise: Proven experience in Zendesk Administration, including workflows, triggers, and app integrations. Advanced Data Skills: High-level proficiency in Excel (Power Query, Pivot Tables, and complex financial reconciliation); familiarity with SQL and BI tools. Automation & Scripting: (Preferred) Proficient in Python for automating business processes and data extraction, with a background in APIs and Webhooks. AI Literacy: (Preferred) Basic understanding of LLMs and their application within customer experience and operational frameworks.

About the job

Role Overview

As a Technical Analyst Engineer at Zealgroup, you will play a pivotal role within the Client Experience department, directly reporting to the AI Lead. Your primary responsibility will be to integrate technical infrastructure with business intelligence, by developing and maintaining the department's automation stack utilizing Zendesk and Python. Additionally, your expertise in AI and LLMs will be essential in enhancing our support capabilities. You will act as the data anchor for the team by conducting in-depth financial reconciliations and creating automated dashboards that support data-driven decision-making.

Key Responsibilities

  1. Automation & AI Integration
    • Zendesk & SaaS Optimization: Design and sustain Zendesk triggers, automations, and intricate workflows.
    • Python-Led Automation: Create and implement Python scripts to streamline repetitive tasks.
    • AI Feature Deployment: Configure and optimize advanced AI functionalities within our SaaS platform, focusing on knowledge base training and basic RAG (Retrieval-Augmented Generation) logic.
  2. Data Tools & Reporting
    • Advanced Data Analysis: Proficiently utilize tools for thorough data cleaning, financial reconciliation, and advanced analysis (expertise in formulas and Power Query is required).
    • BI Dashboarding: Develop and oversee automated reporting systems to monitor KPIs and operational health.
    • Management Reporting: Generate regular analysis and operational reports, translating raw data into actionable insights for Finance and Management.
  3. Process Improvement & Collaboration
    • Workflow Refinement: Assist in optimizing processes, rules, and standard operating procedures to enhance efficiency, transparency, and internal controls.
    • Cross-functional Alignment: Collaborate closely with Payments, Finance, IT, and Product teams to implement system improvements and manage security-related tasks.

About Zealgroup

Zealgroup is a dynamic and innovative company dedicated to enhancing client experiences through cutting-edge technology and data-driven strategies. We pride ourselves on fostering a collaborative and inclusive work environment where creativity and initiative are encouraged.

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