Zendesk Administrator - Customer Support Systems

Job Description

• Manage, design, configure, test, deploy, and support in Customer Support ecosystem comprise of Zendesk, Twilio, Assembled, AgentConnect, and many other technologies • Partner with Business Systems Analysts and Product Manager to shape product definition and requirements so that configurations or interfaces can be built in a flexible, extensible, and robust way in addition to assisting in driving technology vision, strategy and roadmap to build enterprise capabilities (scalability, fault tolerance, extensibility, maintainability etc.) • Lead and mentor technical teams in a continuous Agile approach of integration dev/deploy format • Create, update and manage tasks & stories in JIRA to support day-to-day requests, system issues and timelines • Support with high expectations and provide feedback on configuration, code, and architectural approaches implemented by the team • Implement critical interfaces and complex modules of the systems and features while assisting the business and tech teams with disassembling, designing, and configuring Zendesk to meet and address technical requirements and resolve current process issues • Maintaining multiple sandboxes and keeping them up to date with code, configuration, and data • Onboarding and offboarding users and maintaining roles and permissions • Monitor any incidents/outages with Zendesk and share with audience while taking ownership of the resolution • Partner with the software vendors, staying up to date on the new features and technologies, driving and performing the assessment of features for business applicability and implementing the features. • Implement state of the art monitoring to maintain the systems 100% uptime • Provide On Call support as per the team roster

Qualifications

• 4+ years of Zendesk experience as an administrator of the system • Ability to translate business requirements into technical deliverables • Strong experience and understanding of Zendesk and out of the box features and capabilities • Previous hands-on experience developing mid-tier API systems merging different third-party systems together. Experience with the Zendesk API suite is a huge plus • Ability to write technical specifications, define business solutions, convey ideas to business users in a meaningful yet insightful manner is extremely important • Self-starter, self-motivated, able to work independently, prioritize effectively, and perform multiple tasks under minimal supervision • Excellent communication skills and proven success in a dynamic and collaborative environment • Strong problem-solving skills • Bachelor's degree in Computer Science or equivalent

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.