Zendesk Administrator

Location Remote
Job Type Permanent
Salary Attractive salary
Reference 29556

Zendesk Administrator

My client a world-leading online casino technology and services company with state-of-the-art offices and a world class remotely distributed team are now looking to expand their remote team.

Your scope in the business:

We are looking for a Zendesk Administrator to champion the value out their Zendesk toolset. If you are skilled in structuring the unstructured and in problem solving. You will be remote/home-based, so you need to be a self-starter with a can-do attitude.

Role Details:

  • Act as the subject matter expert on all day-to-day operations within Zendesk including working through feature requests, updates and maintenance
  • Managing new feature deployments, internal testing and roll-out of changes across all teams
  • Work with their teams to assist specific configurations such as new apps, fields and workflows
  • Periodically reviewing and enhancing triggers, automations, views, and macros to ensure outdated items are deactivated or updated
  • Ensuring that workflow allows for capturing of relevant analytics that can be used for driving process improvement and measuring agent performance
  • Periodically audit agent permissions and ensuring access is appropriate
  • Defining and maintaining roles for each key type of agent using Zendesk
  • Using analytics to improve ticket deflection and agent productivity
  • Interface with Zendesk regarding outages and support interactions for system needs, as well as following through on our support requests
  • Ensuring on-boarding and off-boarding of new agents is handled quickly

How they approach things:

  • Tracking progress through project management tools
  • Comfortable with moving scope
  • Sharing expertise and learning from others to keep improving as a team

Requirements:

  • At least 3 years’ relevant experience
  • A strong client orientation
  • Perseverance and the ability to create order and structure from chaos
  • Good interpersonal skills and a great team attitude
  • Ability to quickly learn new things and adapt
  • Highly beneficial
    • Experience with Zendesk installations at multiple clients
    • Familiarity with web technologies that support Zendesk applications (e.g. Angular)
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