Zendesk admin - with 2 years of related experienceShore 360

Description
Roles and Responsibilities
- Gathering and prioritizing change requirements for the system
- Understanding your business change requirements
- Reviewing support requests to Zendesk and identifying opportunities for improvements and training
- Managing the internal testing and rollout of changes across all teams
- New feature deployments
- Company-specific configurations such as new apps, fields, and workflows
- Major changes such as UI upgrades or helpdesk rollout
- Using analytics to improve ticket deflection and agent productivity
- On self-service portals reviewing searches and article views to make suggestions on new and improved content
- Performing hands-on implementation of day-to-day changes:
- Assisting customizing fields for help desk activities and reporting
- Structuring knowledge base content
- Manage the localisation of system-wide field options, macros, etc.
- New reporting requirements
- Reviewing and tuning workflows in Zendesk
- Periodically reviewing triggers, automation, views, and macros to ensure outdated items are deactivated or updated
- Periodically audit agent permissions and ensuring access is appropriate
- Defining and maintaining roles for each key type of agent using Zendesk
- Ensuring agents are assigned to an appropriate role based on business need
- Ensuring on-boarding and off-boarding of new agents is handled quickly
- Ensuring system usage is compliant with contracts
- Being the interface to Zendesk on
- Feature requests / problem statements
- Issue escalation
- Reporting
Required Experience
- API Experience
- Knowledge of Web technologies, session management, object-relational mapping, object caching, JavaScript, CSS, HTML, XML, JSON, and RESTful web services
- Experience in administering Zendesk and/or Software as a Service systems
Minimum Qualifications
- Certification on the GoodData platform a plus
A Successful Candidate must have
- Knowledge of customer support processes in a multi-national, multi-lingual support environment
- Highly organized, responsive and good at project management
- Analytical with a keen desire to improve business processes and performance
- Good technical skills, but not necessarily programming
- Ability to translate business requirements into Key Performance Indicators
- Ability to comprehend a complex data model and develop custom reports for Executive consumption
- Ability to utilize API endpoints to develop integrations and business applications
ShoreXtra Perks
- Free barista-style coffee
- Free parking and jeepney services
- Highly engaged team
- Unlimited potential for growth
- Challenging role
- Fun and family-oriented working environment
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Availability for travel: No
Availability for change of residence: No
People with disabilities: Yes

Pampanga, Central Luzon ·  2 minutes ago