Zendesk adminMagic

As a Zendesk Administrator, you will be responsible for designing, implementing and communicating Zendesk processes and features across operations. We're looking for a team member to help run Zendesk and make sure that we capitalize on the full features and benefits of the system. You will actively drive the product vision for Zendesk, understanding the needs of the end users and working closely together with stakeholders across the company. The Zendesk Admin is also responsible for the execution of day-to-day configuration, support, and maintenance of our Zendesk instance.
The responsibilities
Serve as the primary system administrator for the Zendesk environment with 800+ users
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 Zendesk to handle multi-tiered correspondence
Design and implement contact forms, including triggers, conditional fields, etc.
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
Requirements
At least 2 years of direct Zendesk administration experience
Strong understanding of the platform, with the ability to build custom apps and objects, custom fields, workflows, custom views, and other content of intermediate complexity
Comfortable independently managing multiple tasks simultaneously in a high-volume hiring environment
Excellent customer service skills, with an analytical mindset
Team player, excellent at building relationships within your team and across teams
Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions
Microsoft Excel and Google Suite experience highly preferred
Experience with Lean principles or other process improvement methodologies is a plus
Experience with integration and connector apps is a plus
Zendesk certification is a plus
Benefits
Full-time work-from-home arrangement
Opportunities for career growth and internal mobility
Enjoy employee benefits upon regularization (HMO, VLs, SLs, etc.)
Government contributions (SSS, Pag-IBIG, Philhealth)
Magic

Philippines
Permanent
Full-time