Zendesk System Administrator

Description

The Federation of State Medical Boards is in search of a proficient Zendesk System Administrator to oversee, maintain, and enhance our Zendesk platform. This role will involve ensuring that the system is appropriately configured to address the requirements of the organization's business units, as well as identifying opportunities to streamline processes and enhance the overall customer experience. The ideal candidate will possess robust technical expertise in Zendesk, with demonstrated capabilities in managing workflows, integrations, and reporting effectively.

Key Responsibilities:

• Zendesk System Administration:
• Manage and configure Zendesk Support, Chat, Talk, and other related products.
• Customize workflows, ticketing rules, automations, macros, triggers, and SLAs.
• Create and maintain user roles, groups, and permissions within Zendesk.
• Implement and manage integrations with other applications.
• Platform Optimization:
• Continuously optimize the Zendesk environment for improved customer and agent experiences.
• Collaborate with various teams to identify business needs and recommend system improvements.
• Develop custom reports and dashboards to track performance metrics and KPIs.
• Stay updated on Zendesk's new features, releases, and best practices.
• Support and Troubleshooting:
• Provide tier-2/3 support for Zendesk issues and escalations.
• Troubleshoot technical issues within the Zendesk platform and resolve them efficiently.
• Train support teams on new features, workflows, and platform best practices.
• Documentation and Training:
• Create and update detailed documentation for configurations, processes, and workflows.
• Conduct training sessions for support teams on effective Zendesk usage.
• Ensure the support team adheres to best practices and the platform's usage guidelines.
• Data and Reporting:
• Generate detailed reports on customer support performance and productivity metrics.
• Perform data analysis to identify trends and recommend strategies for improving customer satisfaction.
• Monitor system usage and performance to ensure optimal functioning and efficiency.

Qualifications:

• Required:
• 2+ years of hands-on experience as a Zendesk System Administrator.
• Strong knowledge of Zendesk products and features, including ticketing, automations, macros, and integrations.
• Experience configuring workflows, automations, SLAs, and reporting in Zendesk.
• Excellent problem-solving and troubleshooting skills.
• Familiarity with customer support operations and best practices.
• Preferred:
• Zendesk Administrator Certification.
• Experience with API integrations and custom development within Zendesk.
• Familiarity with other CRM systems, help desk solutions, or customer service platforms.
• Strong data analysis skills using Zendesk Explore or similar reporting tools.
• Familiarity with Zendesk WFM

Soft Skills:

• Excellent communication and collaboration skills.
• Demonstrates patience and support for individuals with varying levels of technological proficiency.
• Ability to work independently and manage multiple projects simultaneously.
• Strong attention to detail with the ability to prioritize and meet deadlines.
• Customer-focused mindset with a proactive approach to solving issues.

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What do we offer?

At FSMB, you work in an environment that feels like family. FSMB offers a hybrid work environment. Physical presence at the office is an essential job function of this role which the FSMB deems critical to camaraderie, collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture. The team has frequent get-togethers such as pot-luck lunches, and FSMB often hosts friendly departmental competitions including chili cook-offs, ping-pong tournaments, and Halloween decorating competitions.

In addition, we offer:

• Hybrid work environment with in-office and work-from-home days
• Generous vacation plus paid holidays
• 401K with generous employer match
• 10% in profit sharing
• Medical / Dental / Vision / Life Insurance
• Onsite fitness facility
• Tuition Reimbursement

FSMB is an EEO/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin or status as a protected veteran.