Zendesk Configuration Administrator
Overview:
We are seeking a skilled Zendesk Configuration Administrator to manage and optimize our Zendesk platform. This role involves configuring workflows, managing integrations, analyzing performance metrics, and ensuring the platform aligns with our organizational needs. The ideal candidate has hands-on experience with Zendesk and a strong background in customer service technology and system administration.
Key Responsibilities:
- Platform Administration: Maintain, configure, and update the Zendesk platform, including ticketing, help center, and live chat modules.
- Workflow Management: Design and implement efficient workflows, automations, macros, triggers, and service-level agreements (SLAs) to enhance customer support operations.
- Integration Management: Oversee integrations between Zendesk and other business tools, such as CRM systems, third-party applications, and APIs.
- User Management: Manage user accounts, permissions, and roles while ensuring platform security and compliance with company policies.
- Data and Reporting: Generate and analyze performance reports to identify trends, areas for improvement, and operational efficiency.
- System Optimization: Regularly review system performance, recommend enhancements, and ensure the Zendesk environment is scalable for business growth.
- Training and Support: Provide training and documentation for end-users and troubleshoot issues to ensure optimal platform usage.
- Stakeholder Collaboration: Collaborate with customer service teams, IT, and other departments to align Zendesk functionality with business objectives.
Qualifications:
- Experience: 2-4 years of hands-on experience administering and configuring Zendesk or similar platforms.
- Technical Skills: Proficiency in managing integrations, working with APIs, and customizing Zendesk tools.
- Analytical Skills: Strong data analysis capabilities using Zendesk Explore or similar analytics tools.
- Communication: Excellent verbal and written communication skills for training and documentation.
- Certifications: Zendesk Administrator certification (preferred but not required).
- Education: Bachelors degree in Computer Science, Information Systems, or a related field (or equivalent work experience).
Preferred Skills:
- Familiarity with ITIL or service management frameworks.
- Experience with scripting languages like Python or JavaScript for API integration.
- Knowledge of customer support best practices and strategies.
- Experience managing change control processes in SaaS platforms.
BlueSky Resource Solutions is an equal-opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.