Zendesk Administrator

About the job:

As the Zendesk Administrator, you will be an essential member of the Customer Success and Support Operations teams, responsible for customizing and managing our Zendesk environment to deliver seamless support experiences. You will work closely with cross-functional teams to understand business needs and ensure the effective configuration, automation, and optimization of the platform. In this role, you will develop workflows, set up system integrations, deliver reports and implement best practices to help our customer support team work more efficiently. You'll also manage roles and permissions, monitor system performance, and proactively identify opportunities for improvement, keeping our Zendesk environment aligned with evolving business needs.

What you’ll do

• System Configuration and Administration: Customize and configure Zendesk according to business requirements, including ticket workflows, macros, triggers, automations, and system integrations
• Role and Permission Management: Oversee user access, manage roles, and enforce permission policies to maintain system security and efficiency
• Integration and Automation: Set up and maintain integrations between Zendesk and other business tools (e.g., Zendesk API, Salesforce, CRM platforms) to ensure data flows seamlessly across systems
• Monitoring and Reporting: Create and maintain performance dashboards, analyze KPIs, and deliver insights to enhance operational efficiency
• End-User Support: Provide ongoing support to agents and administrators by resolving issues, implementing customization requests, and ensuring best practices are followed
• Process Improvement: Continuously evaluate the system to identify areas for improvement, proposing and implementing new workflows or automations that streamline operations
• Training and Documentation: Develop and conduct training sessions for new users on the system and create/maintain system documentation to ensure consistent usage and adoption
• Data Quality: Ensure data integrity within Zendesk, monitoring for issues, and maintaining accurate information across all support-related records

What you need to succeed

• Experience 3+ years of experience as a Zendesk Administrator
• Experience with Zendesk Support, Chat, Guide, and Explore.
• 1-5 years of experience, with a good knowledge of the SaaS business model and KPIs
• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science)

Technical Skills:

• In-depth knowledge of Zendesk administration, including system configuration, workflows, automations, and integrations
• Experience with system integrations and exposure to APIs and data flow management
• Familiarity with managing roles, permissions, and user access in a complex organizational structure
• Strong understanding of customer support operations, metrics, and key performance indicators (KPIs)
• Data analysis skills to monitor and report on system performance
• Familiarity with Salesforce, Google Analytics, and Customer Success tools
• Comfortable implementing and enforcing data quality rules and documentation best practices

Soft Skills

• Excellent problem-solving skills with a proactive mindset
• Strong communication skills for interacting with stakeholders across different teams and levels
• Ability to manage multiple projects, prioritize tasks, and work independently
• High attention to detail, ensuring data accuracy and system reliability
• A self-starter with a desire to continually learn new tools and best practices in system administration
• High attention to detail, ensuring data accuracy and system reliability
• Can work fast and handle tight deadlines

Why Contentsquare

• We’re humans first.
• We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.
• We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
• We are a fast-growing company with a track record of success over the past 12 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.
• Our clients, partners and investors love our industry-leading product