[Hiring] Zendesk Administrator @Sequoia Connect

Role Description

We are currently searching for a Zendesk Administrator:

• Configure, manage, and optimize Zendesk settings and integrations to align with Our Client's objectives and workflows.
• Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.
• Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.
• Train new agents and continuously educate existing team members on Zendesk functionalities and best practices.
• Create technical documentation, user manuals, and training materials for agents and other staff members.
• Design and generate reports and dashboards to monitor customer support metrics and KPIs.
• Work closely with customer support leadership to design and implement SLAs, ticket workflows, and escalation procedures.
• Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.
• Ensure compliance with data privacy regulations and security best practices within Zendesk.
• Troubleshoot and resolve any Zendesk-related issues or disruptions.

Qualifications

• Proven experience configuring and managing Zendesk platforms.
• Ability to integrate Zendesk Talk or other telephony systems.
• Ability to integrate with Zendesk Chat or other integrated messaging tools.
• Strong capability in designing and implementing SLAs, ticket workflows, and escalation procedures.
• Experience creating technical documentation and training agents.
• High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."

Requirements

• Configure, manage, and optimize Zendesk settings and integrations.
• Develop and maintain custom views, triggers, automations, macros.
• Ability to integrate Zendesk Talk or other telephony systems.
• Ability to integrate with Zendesk Chat or other integrated messaging tools.
• Design and generate reports and dashboards to monitor customer support metrics and KPIs.

Benefits

• Remote work arrangement for flexibility.