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18 Feb 2021

Temporary Zendesk Administrator (21-03642)

Axelon Services Corporation – Posted by iris.chen@axelon.com United States

Job Description

“This role is completely remote”

Formulate and define business and/or systems scope and objectives based on both user needs and a good understanding of applicable industry requirements. Devise or modify procedures to solve complex problems considering business and/or system limitations, operating time, and form of desired results. Provide analysis of business and user needs, documentation of requirements, and translation into proper business and/or system requirements. Guide and advise less-experienced Business Analysts. Competent to work at the highest technical level of most phases of business and/or systems analysis while considering the business implications of the application of technology to the current and future business environment.
Required Qualifications:
2-4 years experience with Zendesk Administration
Certified Zendesk Support Administrator
Certified Zendesk Explore CX Analyst
Bachelor degree or equivalent experience
As the Zendesk Administrator, you will be responsible for:
Provide administrative support for a large B2B and client-facing support department
Manage views, triggers, automations, and settings for Zendesk Support, Explore, Guides, and Chat
Build reports as required to monitor performance of customer support
Work with managers, quality assurance specialists, and directors to understand the strategic demands of the organization and ensure that Zendesk is set up accordingly
Keep leaders informed about upcoming platform updates, new releases, products related to Zendesk
Provide data for managers as well as organizational leaders about the health of the support department
Suggest new ways to measure and report
Propose best practices to maximize efficiency, end user satisfaction, as well as agent satisfaction with Zendesk
* this position will be remote

Skills and Experience:
Think critically about team needs and can build systems and workflows with the ability to scale
Can quickly understand complex settings and workflows
Can provide analysis and recommendations for Zendesk based business systems
Build reports in Zendesk Explore to track and monitor performance
Safely implement system changes without interruption to fast-paced frontline support
Thorough understanding of Zendesk Support, Explore, Guides, and Chat
Has experience with and knowledge of implementing and integrating third-party applications and softwares
Provide consistent reporting experiences and create change to reporting systems with minimal impact to data integrity, when possible
Pursue further certifications and knowledge regularly to stay up-to-date with changing technologies and job demands
Present professionally to various stakeholders, either proactively or as requested, to help them understand trends
Use API endpoints to develop integrations and business applications
Are an effective communicator who will reach out to all stakeholders, including frontline support, regarding any changes that will affect their workflows or performance monitoring
Can work as well with a team as you can work independently
Can manage multiple priorities at a time and can communicate progress of those priorities simultaneously
Bonus Skills and Experience:
Experience migrating to and from CRM platforms
3-5 years of experience in front-line support
Experience with our softwares and plugins: Agyle Time, Playlist, Insights, QA Maestro
Understanding of Javascript, Postman, APIs, HTML, CSS
Experience working in an Agile environment

How to Apply

Please send your updated resume to iris.chen@axelon.com

Job Types: Temporary.

Job expires in 76 days.

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