Why project44?  

Our mission is to usher in a new era of trust and predictability to transportation and logistics, but there’s still a lot of work to be done. The industry is massive, as is the opportunity. We’re looking for bright, ambitious individuals to join our growing global team and help us enable a more productive and successful world. We’re changing the way the world ships, and we’re looking for you to help us get there!   

Senior Systems Administrator, Customer Success

Requirements:

• Certification and mastery of Zendesk Support Suite (Support, Talk, Guide, Chat, Explore).
• Deep understanding of Support: Groups, Custom Roles, Ticket Forms, Conditional Forms, Triggers, Events Window, etc.
• Experience working with and administering CRM’s, Customer Success platforms, and Professional Service platform is desirable.
• Proven Experience working in a global, multi-location firm supporting a worldwide user base.
• Experience with merging instances as a result of mergers and acquisitions is preferred.
• Working knowledge of Zendesk API and its functional applications.
• Proven ability to communicate technical information to non-technical audiences, and translate feedback from non-technical audiences into actionable implementations.
• Proven ability to solve practical business problems.
• Proven project management, multitasking and prioritization skills.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment.
• Highest standards of accuracy and precision; extremely organized.
• Excellent written and verbal communication.

Responsibilities

• Maintain expert-level understanding of all Zendesk enhancements.
• Serve as the primary system administrator for the Zendesk environment with 200+ users across multiple teams, including Customer Success, Carrier Network and Finance.
• Own and drive the global deployment, integration, and ongoing system administration for Zendesk and other future Customer Success systems.
• Handle all basic administrative functions including user account maintenance, company reports and dashboards, workflows, and other routine tasks.
• Assist in training of new users and growth of the Zendesk skill set across the organization.
• Design and implement contact forms, including triggers, conditional fields, etc. 
• Troubleshoot and resolve any software performance issues.
• Identify operational weaknesses and help improve or innovate new processes.
• Support a culture of continuous improvement to continually raise the bar of execution.
• Administer configuration, systems integration, and testing.
• Collaborate with Member Content and Engagement to maintain the help center instance and report on engagement KPIs.
• Uphold strict and consistent standards of process documentation for distribution to internal support agents and the business.
• Troubleshoot support issues within Zendesk as they arise with detailed mitigation plans.
• Configure Zendesk agent views, reports, and dashboards.
• Update, configure, and manage customer support tools such as FAQs, Confluence and training materials.
• Collaborate with various teams to define processes, establish KPIs, and evaluate customer satisfaction metrics to identify pain-points in order to proactively address customer needs.
• Liaise with the respective CRM's administrators to resolve technical issues as it relates to Customer Success systems.
• Learn and work with other future Customer Success systems
• Build strong relationships with stakeholders in various teams such as Product, Security and IT

Diversity & Inclusion

We're designing the future of how the world moves and is connected through trade and global supply chains. We can only deliver a truly world-class product and experience if our teams are as diverse and unique communities we are building for. So it's up to us to create a company where anyone can bring their authentic self to work everyday. We're constantly working to improve, and we accept our responsibility to elevate the voices left in the margins. It's on every one of us.

Our focus on inclusion manifests in the way we hire, the customers we serve, and the regions we prioritize. We're building a company that every one of us at project44 is proud to work for: a company that celebrates you for being you.

We pride ourselves on celebrating everyone — project44 is an equal opportunity employer actively working on creating a diverse and inclusive work environment where underrepresented groups can thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application!

For any needed accommodations during the hiring process, please email [email protected]. Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

More about project44 

Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continues to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we’ve created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.