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Customer Support Specialist
2 weeks ago
Hiring Alert: A dynamic and ambitious individual is required to oversee the administrative management of our Zendesk platform. As a skilled Zendesk Administrator, you will be responsible for ensuring seamless operations and delivering exceptional customer support.
Responsibilities:- Provide operational and administrative support within Zendesk by adhering to help requests and change management processes to ensure timely resolution and project completion
- Identify, install, configure, and maintain applications in Zendesk to support business needs
- Collaborate 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- Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated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, measure agent performance, and optimize 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 per business requirements
- Periodically audit agent permissions and ensure access is appropriate
- Agent management including creating, deactivation, role reassignment, and deactivation
- Maintain Zendesk data integrity by employing defined processes and best practices
- 3+ years of experience as a Zendesk System Administrator
- Experience with Zendesk Suite apps (Talk, Chat, and Sell) is a plus
- Experience working in multi-brand enabled environments is a plus
- Excellent communication and organizational skills with the 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
This is an exciting opportunity for individuals who are passionate about delivering exceptional customer support and have excellent technical skills.
