Senior Zendesk Administrator

Summary:

We are looking for a Senior Zendesk Administrator to maintain and enhance our multiple Zendesk instances in collaboration with the other members of the Zendesk team.  We utilize Zendesk for both external customer support and internal staff support, and this role is a key role in both enhancing the productivity of most of Enfusion’s employees as well as providing a better support ticketing experience for our customers.

Success Criteria:

You will be a success in this role if you have a solid understanding of customer service concepts, are detail oriented, can effectively communicate with non-technical users, have an ability to deal with complex changes with monitoring for collateral effects, are highly adaptable to new technology and features, and show initiative in seeking to improve our organization’s usage of Zendesk.

Position Duties:

• Identify and recommend enhancements and/or expansions of the Zendesk service to improve staff productivity
• Understand, develop, and enhance business workflows that happen to utilize Zendesk as their primary system
• Interact with other internal business units and/or Zendesk support to resolve issues within Zendesk
• Supervise the Zendesk Admin team in their daily duties
• Work with Corporate Application Support Management to increase the integration of Zendesk connections and data into other systems, in particular our RingCentral telephony instance
• Generate and enhance reports in Zendesk Explore that provide key metrics to internal business users
• Create and maintain conceptual and configuration documentation for in-house use
• Take on other application system administration as necessary

Required Qualifications:

• Expert knowledge of Zendesk in the following modules: Support, Guide, Chat/Messenger, and Explore
• Minimum of 3 years administration of a Zendesk environment with more than 20 agents
• Prior experience in a customer service department or supporting a customer service department
• Extremely strong written and verbal communication skills, across all platforms (Zoom, Email, Slack)
• A proactive attitude and a demonstrated ability to use initiative to resolve issues
• Working knowledge of a Customer Support telephony system

Desired (but not necessary) Qualifications: 

• Experience with the SweetHawk Super Suite is a major positive
• Team lead and/or entry level management experience
• Experience integrating Zendesk with Salesforce
• Experience working in a Financial Technology company
• Experience working in an organization dealing with sensitive/confidential customer information
• Any Zendesk certifications are a plus

The salary for this position is $85,000 - $100,000 + bonus + benefits.

*Note: This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings.