Junior Zendesk Administrator

Job Description

ZeroFox seeks a Junior Zendesk Administrator to join our team and be responsible for managing day to day Zendesk system requests and maintenance. This role will work closely with our Senior Zendesk Administrator to ensure the system is supporting internal stakeholder needs. Strong communication and technical writing skills are essential, along with a deep understanding of Zendesk workflow as it related to stakeholders usage needs. Role and responsibilities Assisting with the day-to-day management of the Zendesk account Troubleshooting user technical issues Providing training and support to other users Staying up-to-date on the latest Zendesk features and best practices Understanding Boolean logic Evaluate ticketing trends based on Zendesk workflow. Workflow testing Suggested macro review Participate in data projects Must be able to work independently on projects with limited supervision. Monitor escalation channels for Zendesk requests. Assist with the creation of Zendesk user documents as needed. Gain a deep understanding of ZeroFox users workflows and daily needs. Work cross functionally with other teams, collect workflow specifications and implement them in Zendesk. Must be able to work independently on projects with tight deadlines. Monitoring AI usage patterns for internal teams and external help portal (Chatbots) Required qualifications and skills 2-3 years working as a Zendesk Administrator Proven ability to learn quickly and understand complex subject matters. Team player with excellent collaboration and communication skills Self starting mindset with the ability to prioritize, react quickly, meet deadlines, and identify opportunities. Must be proficient in Zendesk. Experience in using analytics to show usage patterns. The ability to articulate technical information to a non-technical audience. Strong written and verbal communication Ability to handle multiple projects simultaneously Strong understanding of API integrations into and out of Zendesk. Perks and benefits Bachelors degree (or equivalent) in Information Systems, Computer Science or relevant technical field Previous experience working software development Experience in using XML tools to create documentation Experience with designing self service environments. 2+ years working within Zendesk or a similar tool. Understanding of Salesforce and other CSM systems is a plus.