Senior Zendesk Support Administrator

The Role

As Fetch’s Support team continues to grow, this role with be crucial to helping set up our internal users for success. This position is focused on providing technical administration support for business tools and applications utilized by the Support team with an emphasis on Zendesk's CRM. The Senior Zendesk Support System Administrator  will be responsible for coordinating new features and functionality, working with internal customers on customization projects and resolve technical issues with the Support team’s tech stack.

Key Responsibilities

• Administer and configure Zendesk to meet the needs of the Support organization, including user management, ticketing workflows, automations, and integrations
• Stay updated on Zendesk updates, features, and industry best practices to ensure the platform is effectively utilized to its full potential
• Development of processes and tools designed to normalize technical implementations
• Requirements definition, working with internal stakeholders, leadership and users to refine detailed specifications of the Zendesk application
• Lead and participate in user acceptance testing
• End-to-end analysis of systems and processes, identify areas for improved efficiency, accuracy and scalability
• Organizational change management activities including development of training and adoption plans, communications and material
• Collaborate with IT teams or external vendors to troubleshoot and resolve technical issues related to Zendesk or integrations
• Serve as main contact to address internal user’s questions, aggregate and prioritize user feedback related to Zendesk
• Occasionally work tickets to identify any gaps, bottlenecks or enhancements that can improve the overall workflow for the specialists  

Minimum Requirements: 

• 3-5 years of experience as a Zendesk Administrator
• Strong technical proficiency in Zendesk configuration and administration
• In-depth knowledge of Zendesk functionalities, such as ticketing workflows, automations, triggers, and reporting
• Experience with Zendesk integrations and APIs
• Excellent problem-solving and troubleshooting skills
• High attention to detail
• Able to handle stressful situations and know when to take charge of situations when needed and know when to escalate
• A sincere passion for helping others succeed

Compensation: 

At Fetch, we offer competitive compensation packages to the exceptional folks we hire. The base salary range for this position is $90,000-$100,000. We also offer all employees equity in Fetch, so that everyone can benefit from Fetch’s growth.

At Fetch, we'll give you the tools to feel healthy, happy and secure through: 

• Stock Options for everyone 
• 401k Match: Dollar-for-dollar match up to 4%. 
• Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets. 
• Continuing Education: Fetch provides $10,000 per year in education reimbursement.
• Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership. 
• Paid Time Off: On top of our flexible PTO, Fetch observes 9 paid holidays, including Juneteenth and Indigenous People’s Day, as well as our year-end week-long break.
• Robust Leave Policies: 18 weeks of paid parental leave for primary caregivers, 12 weeks for secondary caregivers, and a flexible return to work schedule.