Customer Support Zendesk System Administrator

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 50,000 compassionate caregivers across 12 states. We’re looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.

Job Summary:

The Customer Support System Administrator will be responsible for optimizing the internal support system used at Help at Home, Zendesk, by partnering with functional leaders, matrix partners, and agents to discuss trends/analytics, identify root cause, create action plans for remediation, and streamline the tool through automation to improve upon the employee/customer experience. This role will be instrumental to transforming Help at Home’s support model by partnering with Field Support Center functional teams to build out a support model that provides our Field Operations teams the support they need to effectively service our clients.

At Help at Home, our customers are our internal teams who support our 50,000+ Caregivers and 67,000 Clients. Ideally, you are someone who leans in and seeks to learn about the business, who can balance the art of execution and tying it back to strategy. You're someone who thrives in a matrix organization and understands the value and power of influence and has had proven success in establishing credibility with senior business leaders.

**This position will work from their home office with travel expectations to the Chicago, IL headquarters once or twice a quarter for on-site collaboration and department meetings.

Duties/Responsibilities:

• Serve as a point of contact for support, administration, configurations, reporting, vendor management, and maintenance of the internal support tool (Zendesk).
• Develop and ensure compliance of KPI’s and performance measures across the Shared Services organization as well as other functional teams that leverage the internal support tool.
• Develop & implement workflows to support and optimize ticket workflows that improve agent productivity and enhance the employee/customer journey.
• Monitor ticket queues including reviewing open issues, assigning priority, actioning, responding to, and resolving tickets yourself when needed.
• Monitor performance of automation, triggers, and workflows within the Zendesk instance. Create controls for other administrators to review changes and document changes to help resolve issues that may come up.
• Explore transitioning all users to Zendesk Talk from third party apps that are currently used to help create a Call Center model that can be replicated across functional support teams. Partner with IT to ensure security guardrails are implemented.
• Provide support to end-users by creating documentation, guided tours/Help screens (where needed), training users on new functionality, and presenting updates to end-users in a regular cadence.
• Design, develop and implement new configurations and customizations for Zendesk including leveraging third party apps that will help streamline process and improve employee/customer experience.
• Partner with the technology and business stakeholders to define, analyze, and document requirements for new Zendesk processes or improvements to current processes; with little to no guidance/supervision.
• Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases in a centralized location on the Knowledge Center.
• Partner with the Content and Technical Writing Manager, who owns the self-service Knowledge Base, to use data/analytics from tickets to help influence the content creation and identify opportunities to further engage with the employee/customer in the Knowledge Center (Guide).
• Implement change management action plans across the Zendesk users/agents and customers to transition from email base to form based submissions.
• Organize and help drive governance meetings including Quarterly Business Reviews and monthly KPI meetings with functional leaders.
• Ensure integrity of data entered by various teams by creating systems for identifying and eliminating duplications, identifying system errors that interfere with data quality, and running quality control systems to analyze integrity of data being entered by various teams.
• Create custom reports and dashboards within the internal support tool, Zendesk, to identify pain points and efficiency opportunities. Partner with the Data/Analytics team to incorporate support ticketing data into Operational Executive Dashboards in PowerBI.
• Advise and guide on how to get the most out of the product and learn about the latest product features.
• Lead internal support tool RFP discovery and evaluations, when required.
• Drive vision for best-in-class customer service across the organization.
• Perform other related duties as assigned.

Education and Experience:

• Bachelor's degree in business, communications, or a related field from an accredited college/university or equivalent experience
• Minimum 2-3 years of recent Customer Support experience
• Experience implementing internal support tools.
• Advanced experience administrating an internal support system, preferably Zendesk and/or ServiceNow.
• Proven ability to foster teamwork and collaboration cross functionally.
• Ability to manage project milestones with excellent written and verbal communication skills and a professional demeanor.
• Effective time-management and organizational skills
• Ability to prioritize and complete tasks correctly, thoroughly, efficiently, independently and on time.
• Intermediate experience utilizing Microsoft Office Suite with specific experience telling stories with data via presentations.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Ability to travel 10% of time; may fluctuate based on business needs