Contentsquare · 2 days ago
Zendesk Administrator
New York, NY
Full-time
Remote
Mid Level
$130K/yr - $145K/yr
3+ years exp
Maximize your interview chancesAnalyticsArtificial Intelligence (AI)
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Responsibilities
System Configuration and Administration: Customize and configure Zendesk according to business requirements, including ticket workflows, macros, triggers, automations, and system integrations
Role and Permission Management: Oversee user access, manage roles, and enforce permission policies to maintain system security and efficiency
Integration and Automation: Set up and maintain integrations between Zendesk and other business tools (e.g., Zendesk API, Salesforce, CRM platforms) to ensure data flows seamlessly across systems
Monitoring and Reporting: Create and maintain performance dashboards, analyze KPIs, and deliver insights to enhance operational efficiency
End-User Support: Provide ongoing support to agents and administrators by resolving issues, implementing customization requests, and ensuring best practices are followed
Process Improvement: Continuously evaluate the system to identify areas for improvement, proposing and implementing new workflows or automations that streamline operations
Training and Documentation: Develop and conduct training sessions for new users on the system and create/maintain system documentation to ensure consistent usage and adoption
Data Quality: Ensure data integrity within Zendesk, monitoring for issues, and maintaining accurate information across all support-related records
Qualification
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Required
3+ years of experience as a Zendesk Administrator
Experience with Zendesk Support, Chat, Guide, and Explore.
1-5 years of experience, with a good knowledge of the SaaS business model and KPIs
Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science)
In-depth knowledge of Zendesk administration, including system configuration, workflows, automations, and integrations
Experience with system integrations and exposure to APIs and data flow management
Familiarity with managing roles, permissions, and user access in a complex organizational structure
Strong understanding of customer support operations, metrics, and key performance indicators (KPIs)
Data analysis skills to monitor and report on system performance
Familiarity with Salesforce, Google Analytics, and Customer Success tools
Comfortable implementing and enforcing data quality rules and documentation best practices
Excellent problem-solving skills with a proactive mindset
Strong communication skills for interacting with stakeholders across different teams and levels
Ability to manage multiple projects, prioritize tasks, and work independently
High attention to detail, ensuring data accuracy and system reliability
A self-starter with a desire to continually learn new tools and best practices in system administration
Can work fast and handle tight deadlines
Benefits
Career development
Mentorship
Social events
Philanthropic activities
Competitive benefits
Company
Contentsquare
Contentsquare is an AI platform that provides product analytics, customer feedback, digital experience analytics, and monitoring services.
1,001-5,000 employees
H1B Sponsorship
Contentsquare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (3)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$1.41BKey Investors
Sixth StreetSoftBank Vision FundBlackRock Private Equity Partners
2022-07-20Series F· $400M
2022-07-20Debt Financing· $200M
2021-05-25Series E· $500M
Leadership Team
Patrick Chatain
Chief Technology Officer
Shlomi Hagai
CFO
Recent News
The French Tech Journal
2024-11-12
Company data provided by crunchbase
