zendesk and System AdministratorDamstra Technology

Company Description
Damstra Technology is an Australian-based provider of integrated workforce management solutions to multiple industry segments across the globe. We develop, sell and implement integrated hardware and software-as-a-service (Saas) solutions in industries where safety and compliance are of utmost importance. We are dedicated to providing unique solutions to exceed our customers' expectations as protecting lives is the ethos that runs true in everything that we do.
With a presence across Australia, New Zealand, Southeast Asia, UK and US, we have grown exponentially over the last year after listing on the ASX fifteen months ago. We are entering a new phase with great energy and excitement and see this as a year of continued evolution and transformation.
Welcome to join us as we are going through a period of significant and exciting change which presents huge opportunities ahead!
Job Description
We are on the lookout for a self-motivated individual who has a strong passion for improving customer experiences and a drive for efficiency and process improvement. You will help build and embed the customer experience into the heart of everything we do, delivering and driving an effective and exceptional multi-channel customer experience by continuing the building and design of our Zendesk platform. The administrator will help develop and implement tactical plans to support the strategy, incite engagement and resolution satisfaction. The right candidate will work cross-departmentally to create exceptional workflows and cross-functional education for Zendesk.
The Zendesk and System Administrator has the following principal accountabilities, responsibilities, and qualities:
Gathering and prioritizing change requirements for the system
Managing the internal testing and rollout of changes across all teams
Using analytics to improve ticket deflection and agent productivity
Performing hands-on implementation of day-to-day changeS
Reviewing and tuning workflows in Zendesk
Periodically audit agent permissions and ensuring access is appropriate
Being the interface to Zendesk on:
Feature requests / problem statement
Issue escalation
Reporting
API Experience
Training
Managing other complementary systems (i.e. Formstack) that work with Zendesk
Qualifications
Degree qualified in Learning and Development or equivalent experience
Experience in Zendesk Administration is required. Strong technical knowledge and experience administering other products are highly favourable.
Experience in administering Zendesk and/or Software as a Service system
Excellent spoken and written English language is a must
High level of literacy in modern PC suites (Windows) and web applications
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.
Willing to learn, can-do attitude, achievement-oriented, and customer/client focused.
Additional Information
What we offer:
We are a diverse, inclusive, collaborative and transparent organization and live and breathe our core values. Damstra Technology is an organisation that is proud of its great people. We believe in the opportunity to recognise and develop great talent and offer many diverse opportunities for career advancement.
This is a great opportunity to join a fun, agile, positive and friendly team, and we offer career development and competitive salary and perks.
All Damstra employees are enrolled to HMO upon hire
Flexible working arrangement
Probationary employees can use their leave credits
Additional 1 leave credit per year after 1st year, additional 1 leave credit after 2nd year (Capped at 14 SIL)
Full access to LinkedIn Learning.
Wellness Program which includes a refund for up to PHP 2,500 for gym membership or other exercise-related costs
Reward and recognition program (including monetary rewards for quarterly and annual winners)
Social activities on Monthly get together, anniversary and birthday celebration.
If you are keen to join a growing business, embracing the unknown as opportunities please follow the prompt to apply online.
Damstra Technology is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, or any other status or characteristic protected by applicable law.
Damstra Technology

Central Luzon
Permanent
Full-time