Zendesk System Administrator

ICONMA, LLC

Remote, TN

JOB DETAILS
HEADQUARTERS
Remote, TN, US
LOCATION
Remote, TN
POSTED
30+ days ago
  • Fan Relations is a support function that exists to contribute to the stellar consumer experience whether the fans are engaging with our content on digital apps, websites, pay-TV, or other means. From new app launches to corporate and legal escalations, advertising inquiries, and our many other linear and digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.
  • If you’re passionate about innovating the customer interaction experience through the optimization of internal tools as well as the exploration of AI and other technologies then we want to hear from you.
  • As the Zendesk System Administrator, you will be responsible for designing and implementing the ticket workflow. Administrators add end users, agents, and other administrators; define the business rules (automations, triggers, views, etc.); and customize and extend Zendesk Support..
  • Experience working with the Zendesk ticketing system is critical. Day-to-day roles include the oversight of the tool, analysis of its effectiveness, while partnering with your colleagues to provide a world class experience to our customers and a great user experience for employees.
  • You’re a great match if you possess fantastic troubleshooting skills, are driven to help customers, and have the ability to explore new products to learn them inside and out.
  • Optimize/enhance the Help Center functionality, usability and appearance
  • Author business requirements and use cases for new functionality (i.e self-service)
  • Full technical integration of the Zendesk platform into the customer's support environment to include changes, widget implementation, API integration, CRM workflow configuration and reporting configurations
  • Evaluate and administer the views in Zendesk, manage user access, permissions, and invoice
  • System monitoring and response during outages
  • Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support
  • Lead the implementation of process flows and custom rules
  • Assist in creating test plans and in coordinating and testing enhancements and new versions of Zendesk
  • Assist in building reports and dashboards
  • Tasks associated with configuring; views, tags, macros, ticket fields/forms while setting up business rules; routing, triggers, SLA’s, and automation
  • Support ticket automation and routing efforts by creating effective workflows in Zendesk in partnership with key business stakeholders
  • Identify and track areas of opportunity for adjustments required to enhance and maintain configurations for teams in production
  • Collaborate with leadership to design functional processes that align with business strategy
  • Maintain expert-level knowledge of all Zendesk features and manage deployments, internal testing, and rollout of changes across all teams
  • Provide thought leadership on Zendesk development and the ability to identify innovations/new capabilities
 
Requirements
  • Expert level user of Zendesk CRM products (Zendesk Support, Guide, Explore, and web widget)
  • Solid experience translating business requirements into Zendesk design and implementation steps ensuring alignment to standards. This includes proactively guiding the business through feature availability and capabilities
  • Working knowledge with HTML/CSS, JavaScript, and a large Tech company analytics, helpful is also JavaScript JSON and working with API’s
  • Working experience with the following: JavaScript, APIs, integrations, Help Center/knowledge bases, web widgets, SDKs, analytics, and logs searches
  • A minimum of two years of experience in contact center processes, technology, and workflow
  • Ability to multi-task and work multiple initiatives or tasks
  • Highly innovative with creative problem-solving skills
  • Ability to adapt to change and a fast-paced environment
  • Possesses exceptional internal/external customer focus and devotion to those they support
  • A self-starter who is at ease taking initiative and ownership of creating and implementing new ideas
  • Facilitate meetings with internal departments to develop a deep understanding of their needs pertaining to ticketing solutions
  • Create greater support scale through the optimization and enhancement of tools that reduce costs associated with manual handling
  • Exceptional written and verbal communication skills
  • Good articulation skills including technical writing ability
 
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability

About the Company

ICONMA, LLC