Job Description :
Skills Required
Experience of administering Zendesk and/or Software as a Service systems
Knowledge of customer support processes in a multi-national, multi-lingual support environment
Highly organized, responsive and good at project management.
Analytical with a keen desire to improve business processes and performance.
Good technical skills, but not necessarily programming.

Roles and Responsibility:
The Customer Support Operations/Zendesk Administrator will be responsible for the execution of day-to-day configuration, support, and maintenance of our Zendesk instance, as well as continuously improving the platform and other customer support tools to enable our growth.
You will work closely with stakeholders in the customer support organization, as well as Marketing, Product and Engineering.
Specifically, this role will be expected to have a broad understanding of customer support tools and Zendesk capabilities, change management, user management, data models, and most importantly - providing the best experience for our end-users.
We are looking for someone who understands Zendesk and customer support operations, is committed to continuous improvement, is a very analytical and a creative problem solver, with a bias for action and has a relentless focus on getting things done.
The Customer Support Operations/Zendesk Administrator will report to the Sales and Marketing Operations Manager.
Gathering and prioritizing change requirements for the system
Understanding your business change requirements
Reviewing support requests to Zendesk and identifying opportunities for improvements and training
Managing the internal testing and rollout of changes across all teams
New feature deployments
Company specific configurations such as new apps, fields and workflows
Major changes such as UI upgrades or helpdesk rollout
Using analytics to improve ticket deflection and agent productivity
On self-service portals reviewing searches and article views to make suggestions on new and improved content
Reviewing use of and quality of macros
Performing hands-on implementation of day-to-day changes:
Assisting customizing fields for help desk activities and reporting
Structuring knowledge base content
Manage the localisation of system-wide field options, macros, etc.
New reporting requirements
Reviewing and tuning workflows in Zendesk
Periodically reviewing triggers, automations, views, and macros to ensure outdated items are deactivated or updated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 help desk and agent performance
Periodically audit agent permissions and ensuring access is appropriate
Defining and maintaining roles for each key type of agent using Zendesk
Ensuring agents are assigned to an appropriate role based on business need
Ensuring on-boarding and off-boarding of new agents is handled quickly
Ensuring system usage is compliant with contracts

Being the interface to Zendesk on:
Feature requests / problem statements
Issue escalation
Reporting:
Ability to translate business requirements into Key Performance Indicators
Ability to comprehend a complex data model and develop custom reports for Executive consumption
API Experience:
Ability to utilize API endpoints to develop integrations and business applications
Knowledge of Web technologies, session management, object relational mapping, object caching, JavaScript, CSS, HTML, XML, JSON and RESTful web services
Focus on developing elegant solutions to complex problems with the ability to present ideas, expectations and information in a concise, well-organized way to others
             

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