Zendesk Admin (Contract)

Narvar is growing! As a Zendesk specialist, you will play critical role in ensuring the smooth functioning of our zendesk system and enhancing its capabilities. The Zendesk specialist will play a pivotal role in optimising our customer support and service delivery through the effective administration and customization of Zendesk platform. This individual will be responsible for ensuring that our support workflows are streamlined and efficient, facilitating a seamless experience for both our customers and internal teams.

Day-to-day

• Monitor the performance of automation, triggers, and workflows within the Zendesk instance
• Monitor and use performance data to identify pain points and efficiency opportunities
• As a Zendesk Developer / Administrator, you will be responsible for configuring, customizing, and optimizing our Zendesk platform to deliver exceptional customer support experiences. Your technical expertise and knowledge of Zendesk's capabilities will be critical in ensuring efficient ticket management, seamless integrations, and effective communication across customer support teams
• Enhancements and Automations: Identify opportunities for enhancing Zendesk functionality, including automation, workflows, and integrations. Implement and optimize these enhancements to streamline processes and improve customer support efficiency.
• Data Analysis: Utilize Zendesk reporting and analytics tools to gather insights into customer support performance, identifying areas for improvement and making data-driven recommendations.
• Ticket Management: Design and maintain ticket forms, fields, and workflows that capture relevant customer information and facilitate accurate issue resolution.Configure and customize Zendesk to align with our customer support processes and workflows. Implement and optimize ticketing, automation, and routing rules to enhance efficiency
• Maintain subject matter expertise and historical documentation of Zendesk enhancements and integrations
• Establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines
• Ensure the Customer Support teams are set up for success through efficient and effective use of the Zendesk suite

Other KRA’s

• 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/ repository of dashboard.Create custom reports and dashboards to track key support metrics, monitor performance, and identify areas for improvement. Provide insights to management based on data analysis
• 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 AI assistant to ensure high-quality, low-touch resolutions across all channels.

What we’re looking for

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
• Deep understanding of API’s and Knowledge of database tables & SQL
• Proficiency in Microsoft excel
• 3- 5 years of experience as a Zendesk Administrator or similar role, with a strong understanding of the Zendesk platform
• 2-3 years of experience in automation, configurations, reporting and integrations using Zendesk platform.
• Solid technical background, including proficiency in managing and configuring helpdesk systems, automations, triggers, workflows, and reporting.
• Strong problem-solving skills with the ability to analyze complex issues and provide timely solutions.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
• Detail-oriented and highly organized, capable of managing multiple tasks and priorities effectively.
• Experience in training end-users and creating system documentation is preffered.
• Certifications in Zendesk or IT Service Management (ITIL) are desirable.
• In-office Commitment: Employees are expected to contribute to our collaborative culture by working in the office 3 days weekly.

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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