Zendesk Specialist

Responsibilities:

• Working in a fast paced, agile environment alongside our Customer Services Operations team to deliver our Customer Experience strategy
• Working to optimise our instance, launch new initiatives and improve the agent experience
• Administering the Zendesk platform and maintaining all supported channels, business rules and agent groups, updating views, managing integrations, and troubleshooting issues as needed
• Manage all of our existing channels and working alongside our Product Managers to introduce any new channels and markets
• Working to consistently improve our routing to drive agent efficiencies.
• Utilising problem-solving skills to create solutions in Zendesk where no out of the box solutions might exist.
• Working directly with Zendesk or any third party for internal tooling improvements
• Owning user reporting both real time and past performance statistics via Zendesk and constantly iterating and making improvements to this flow, consulting with various stakeholders along the way.
• Managing User profiles to ensure optimum utilisation of the platform
• Educating other key stakeholders on how to self-serve in Zendesk to decentralise administration where possible and create contingency plans in case of incidents whilst maintaining governance as our main admin.

Qualifications

Requirements:

• At least 3-5 years of Zendesk admin experience
• Proven building from scratch and problem-solving skills in Zendesk
• Ability to capture and utilise data to make decisions
• Experience in prioritising tasks and solutions
• Experience in implementation or maintenance of Zendesk Messaging
• Any experience with navigating and updating legacy HTML, CSS, and JavaScript
• Zendesk Admin Certifications is a plus