Zendesk Administrator

About this Role:

We are currently looking for a Zendesk Administrator to join our team. You will play a key role in the scaling and success of our support platform. You will work closely with stakeholders to help ensure the smooth implementation of system improvements and the rollout of new improvements as they come online.

What you will do:

• Work closely with our Customer Service team to provide a world class support experience.
• Closely work with and support IT department
• Manage the Zendesk instance for the entire company
• Help standardize and optimize configurations, but also lead initiatives of integrations with other applications within the company
• Monitor the performance of automation, triggers, and workflows within the Zendesk instance
• Monitor and use performance data to identify pain points and efficiency opportunities
• Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders to ensure prioritization and alignment with the business
• Integrate additional apps and 3rd party systems as dictated by business needs
• Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases
• Establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines
• Create data flow diagrams and process flow diagrams to facilitate better system understanding
• Conduct user acceptance testing to verify performance, and reliability and identify any issues
• Drive continuous improvements

Experience, Knowledge, Skills, and Abilities:

• 3+ years of Zendesk administrator experience with in-depth knowledge of ticketing, live channel support systems, and integrations
• Excellent communication, analytical, and teamwork skills
• Proven ability to deal with ambiguity in a rapidly changing business environment, resolve problems, and offer impacting solutions
• Ability to translate business requirements into technical deliverables
• Ability to communicate vision, strategy, and statuses of projects to leadership and internal stakeholders
• Ability to manage multiple priorities related to multiple projects at once and work collaboratively across organizational lines
• Zendesk API experience.
• Zendesk Administrator certification preferred; if not certified, will become certified within 6 months of hire
• Extremely organized with strong time-management skills and the ability to prioritize work assignments
• High level of customer focus and service excellence

Snap! Mobile, Inc. is proud to offer the following benefits:     

• Medical, Dental, Vision     
• 401K with a 4% match from the company     
• Unlimited PTO    
• Professional development opportunities   
• Monthly Wellness Classes (virtually!)   

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