Detailed Job Description:
- Help standardize and optimize configurations and create a scalable platform
- Run a Zendesk Health Checks on the environment to improve the way Zendesk is utilized
- Help with better user management to provide a consistent support experience, better license management
- Maintain and enhance several integrations (Salesforce, Jira, Gainsight, Dialpad) in Zendesk to better leverage them to drive better customer insights
- Evaluate and execute on integration with Zoom or other screen-sharing tools
- Follow the Zendesk Product roadmap, Enable new versions/features in a measured, secured way.
- Help Build custom metrics that will help define better KPIs with our Support data
- Improve or Build workflows for handling high-priority tickets
- Evaluate security enhancements to our Zendesk instance
- Revamp the Support portal in Zendesk to provide a better user experience for customers
- Document the processes, create data flow diagrams, and process flow diagrams to facilitate better system understanding
Requirements:
- 3+ years of Zendesk administrator and development experience with in-depth knowledge of ticketing, live channel support systems, and integrations
- Bachelor's Degree in Computer Science or related
- Ability to translate business requirements into technical deliverables
- Zendesk Certification is preferred
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