Zendesk Administrator
| Company | MaintainX |
|---|---|
| Location | Montreal, QC, Canada, Remote in USA, Remote in Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 4-6 years of experience as a Zendesk Administrator, preferably with Zendesk Administrator Certification.
- In-depth knowledge of Zendesk configuration, customization, and administration, including proficiency in Zendesk Support, Guide, Chat, and Explore.
- Experience integrating Zendesk with other platforms and tools, such as CRM systems and communication platforms.
- Strong data analysis skills with the ability to generate insights from Zendesk reports and analytics.
- Experience working within sprint cadences and using project management tools like Jira.
- Excellent communication, time management, problem-solving, analytical, attention to detail, and interpersonal skills.
- Ability to work cross-functionally, manage multiple priorities, and perform well in a fast-paced environment while maintaining a high level of quality.
Responsibilities
- Configure and optimize Zendesk to support our customer support processes, including creating custom ticket fields, workflows, automation rules, macros, and integrations with other tools.
- Oversee Zendesk roles, groups, and permission settings, ensuring appropriate levels of access and security.
- Document and refine Zendesk processes to enhance efficiency and effectiveness.
- Address internal support tickets related to Zendesk issues, providing timely resolutions and troubleshooting as needed.
- Develop and deliver training materials and sessions to ensure team members can effectively use Zendesk.
- Act as a key stakeholder in operational and cross-functional projects, providing expertise in building and enhancing our customer support processes.
- Develop and maintain reports and dashboards to provide actionable insights to management and users.
- Ensure data hygiene and integrity through routine data cleansing activities and implementing validation rules.
Preferred Qualifications
- Additional Zendesk certifications or training.
- Familiarity with the industrial or manufacturing sectors.