Working in a fast paced, agile environment alongside our Customer Services Operations team to deliver our Customer Experience strategy
Working to optimise our instance, launch new initiatives and improve the agent experience
Administering the Zendesk platform and maintaining all supported channels, business rules and agent groups, updating views, managing integrations, and troubleshooting issues as needed
Manage all of our existing channels and working alongside our Product Managers to introduce any new channels and markets
Working to consistently improve our routing to drive agent efficiencies.
Utilising problem-solving skills to create solutions in Zendesk where no out of the box solutions might exist.
Working directly with Zendesk or any third party for internal tooling improvements
Owning user reporting both real time and past performance statistics via Zendesk and constantly iterating and making improvements to this flow, consulting with various stakeholders along the way.
Managing User profiles to ensure optimum utilisation of the platform
Educating other key stakeholders on how to self-serve in Zendesk to decentralise administration where possible and create contingency plans in case of incidents whilst maintaining governance as our main admin.
Qualifications
Requirements:
At least 3-5 years of Zendesk admin experience
Proven building from scratch and problem-solving skills in Zendesk
Ability to capture and utilise data to make decisions
Experience in prioritising tasks and solutions
Experience in implementation or maintenance of Zendesk Messaging
Any experience with navigating and updating legacy HTML, CSS, and JavaScript
