108 w 39 Los Angeles, CA 91367
Title of Job: Zendesk Administrator
Company Description: Large entertainment company
Location: Los Angeles, CA
Duration: 7/1 - 12/31
Primarily responsible for administration of multiple Zendesk instances and handling support requests to help expand Zendesk adoption.
Instance configuration & management; spin up / spin down, ticket routing, notifications, macro responses, agent groups and user organization management, collaboration with other teams / functional groups to ensure cross functional alignment.
Address all incoming support requests from ZD instance owners in a timely manner via Data Governance requests.
Respond to requests with a solution or feasibility of the solution.
ZD Suite management (Support, Guide, Explore, Sunshine, Talk, Chat) support culture of continuous improvement. ZD feature management; Feature, App and Integration
Discovery and Migration.
ZD Integration with other company platforms / tools (Ex. ServiceNow), develop reporting capabilities, metrics & executive dashboards with Zendesk or using Data Analytics / BI tools
Minimum 3+ years of Zendesk administration experience, including experience implementing and managing multiple instances of Zendesk.
Zendesk Administrator Certification preferred
Strong understanding of core Zendesk functionality (Support module), such as: Brands, Groups, User Roles, Ticket forms, Triggers, Automations, SLAs etc
Strong usage of Zendesk API and its functional applications
Ability to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items
Working Knowledge of Zendesk channels including Support, Guide, Talk, Chat & Explore
Working knowledge of Zendesk development SDK and API' s, HTML /CSS.