Zendesk Administrator

Los Angeles, CA 91367

Posted: 07/01/2020 Job Category: Database Administrator Job Number: 140040

Job Description


Title of Job: Zendesk Administrator

Company Description: Large entertainment company

Location: Los Angeles, CA

Duration: 7/1 - 12/31

Salary: DOE

Responsibilities:

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

 

Requirements:

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.

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