zendesk administrator

Job Overview

• The role of Zendesk Administrator entails managing the daily operation and configuration of our Zendesk instance, encompassing support, maintenance, and continuous improvement.
• You will collaborate with various stakeholders to enhance efficiency and scalability by identifying areas for improvement and implementing process changes.
• This position offers a unique opportunity to interact with technical experts and gain cross-functional experience with tools like SFDC and Boomi.
• You will be responsible for providing operational and administrative support within Zendesk and integrated applications by adhering to established help request and change management processes.
• You will identify, install, configure, and maintain applications in Zendesk to support business needs.
• You will work closely with teams to create specific workflow configurations.
• Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated.
• Ensure that workflows allow for capturing relevant analytics to drive process improvement, client offerings, agent performance measurement, and optimization of support.
• Pull and interpret audit logs for troubleshooting and bug resolution.
• Create and maintain reports and dashboards including one-off data pulls to support KPIs and business needs.
• Define and maintain agent roles according to business requirements.
• Audit agent permissions periodically to ensure access is appropriate.
• Manage agents including creation, deactivation, role reassignment, and deactivation.
• Maintain Zendesk data integrity by employing defined processes and best practices.

Requirements

• 3+ years of experience as a Zendesk System Administrator
• Experience with Zendesk Suite apps (Talk, Chat, and Sell) is advantageous
• Experience working in multi-brand enabled environments is advantageous
• Excellent communication and organizational skills with ability to multitask
• Resourceful and creative problem solver
• Strong team player, able to work with minimal or no supervision
• Ability to thrive in a fast-paced environment and deliver timely, accurate results

Key Responsibilities

1. Configuration and Maintenance: Configure and maintain Zendesk settings to meet business needs.
2. Support and Troubleshooting: Provide operational and administrative support within Zendesk and integrated applications, resolving issues and improving overall performance.
3. Process Improvement: Identify areas for improvement and implement process changes to enhance efficiency and scalability.
4. Data Management: Maintain data integrity by employing defined processes and best practices.

Skill Requirements

• Zendesk Administration: 3+ years of experience in administering Zendesk instances.
• Technical Skills: Proficiency in tools like SFDC and Boomi, as well as experience with Zendesk Suite apps.
• Collaboration and Communication: Excellent communication and organizational skills, with ability to work with minimal or no supervision.
• Problem-Solving: Resourceful and creative problem solver, able to think critically and resolve complex issues.