Zendesk Admin

Job Description:

What does a day in the life of a Zendesk Admin look like?

• Manage the Zendesk instance across multiple brands
• Help standardize and optimize configurations but also lead initiatives of integrations with other applications within the company
• Monitor the performance of automation, triggers, and workflows within the Zendesk instance
• Monitor and use performance data to identify pain points and efficiency opportunities
• Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business
• Research and integrate additional apps/3rd party systems as dictated by business needs
• Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases
• Establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines
• Partner with leadership to develop strategic initiatives within the Customer Support organization to fully utilize our CRM platform to ensure process improvements, enhanced customer experience, and drive continuous improvements
• Ensure the Customer Support teams are set up for success through efficient and effective use of the Zendesk suite
• Work closely with the Customer Support leadership team to identify and improve upon areas of opportunity within our current workflows
• Partner with our cross-functional teams to build integrations and workflows between our backend systems and our Support team interfaces
• Build and maintain Zendesk Explore dashboards
• Develop and maintain a comprehensive knowledge base and self-service resources within Zendesk to empower customers with self-help options
• Stay updated on Zendesk updates, features, and industry best practices to ensure the platform is effectively utilized to its full potential
• Conduct regular audits to ensure data accuracy and compliance with internal policies and regulatory requirements
• Build and maintain our AI assistant to ensure high-quality, low-touch resolutions across all channels.
• Effectively build and maintain chat functionality, including chat automation.

What will I need to thrive in this role?

• 3+ years of Zendesk administrator experience
• Experience managing an improvement project from start to finish 
• Required Certifications:
  • Zendesk Guide Specialist
  • Zendesk Support Administrator Expert
  • Zendesk Talk Specialist
  • Zendesk Chat Specialist
• Nice to have Certifications:
  • Zendesk App Developer I Expert
  • Zendesk Explore CX Analyst Expert
  • Sunshine SQL, CSS, and HTML - including API/App integrations
• Ability to communicate vision, strategy, and statuses of projects to leadership
• Ability to translate business requirements into technical deliverables
• Proven ability to deal with ambiguity in a rapidly changing business environment
• Ability to root cause and solve complex user issues within Zendesk

What does high performance look like?

• You communicate clearly and effectively
• You are confident at speaking up, asking questions, and offering alternative solutions when necessary
• You are proactive and look for opportunities to assist the team
• You follow through with all assignments on time
• You give 100% to all tasks and projects you are given
• You will take full ownership of your projects and follow through to completion
• You can work with a small, high-performing, autonomous, and fast-paced team

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.