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.