Zendesk Administrator

Engineering & Development
|
Senior
Senior
Colombia
|
Colombia
|
Remote
archived
April 16, 2024

About the company

If you’re looking for a supportive team who’s invested in your growth—you’ve found the right place! At First Line Software, we build the company around people. That means we prioritize your satisfaction at work, and finding your own unique career path on our team. We can easily spot strong potential and passion. So, for us, it’s not just about what experience you have when you join. It’s about how big you can dream, and how we can help you achieve it!

We’re an international team of more than 500 motivated professionals connected across the United States, Europe, Latin America, Australia, and India. As our company grows, we’re on the lookout for fellow tech enthusiasts and team players who think big and love getting their hands on new challenges. Sound like your kind of team? Read on! 

The project and your role

We are looking for a Zendesk Administrator to join us on an international project in the real estate industry.

As Zendesk Administrator you will provide assistance with day-to-day support, maintenance, and implementation of new features across multiple support channels in our Zendesk instances. You will work with stakeholders to develop and refine workflows to meet different teams' unique needs, while adhering to unified workflows within Zendesk's email, chat, and talk support channels. This role is responsible for continuously improving customer support tools to enable the company's growth.

Your responsibilities:

  • Maintenance and optimization of Zendesk instances
    • Review triggers, automation, views, and macros to ensure outdated items are deactivated or updated
    • Ensure workflows include capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience
    • Maintain roles for each key type of agent using Zendesk
    • Work with Zendesk support regarding outages, the system needs, and following through on our support requests
  • Account management
    • Audit agent permissions and ensure access is appropriate
    • Review agent access requests and create or remove agents as needed
  • Work with Zendesk Admin on updates and 3rd party integrations
    • Perform upgrades and configurations as needed on the different support channels offered through Zendesk (talk, email, and chat)
    • Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk instances
    • Provide support for new feature deployments, internal testing, and rollout of changes across all departments
  • Provide escalated support and guidance to agents when needed
  • Work with Zendesk Admin in developing and maintaining Zendesk policies and practices
    • Create and maintain Standard Operating Procedure manuals
  • Maintain reporting dashboards including one-off data pulls as needed

Your skills

  • Associate's or bachelor's degree in Computer Science, Information Technology, or equivalent work experience and/or education
  • 1-2 years' experience with ticketing/CRM software
  • 1+ years' of customer support, ideally in a variety of channels (phone, email, etc.)
  • 1-2+ years' of Zendesk, Jira, or similar administration experience with knowledge of ticketing, live channel support systems, and API/App Integrations
  • Experience working in a fast-paced, high-growth company
  • Experience with integration and connector apps
  • Proficiency with troubleshooting technical issues of various levels
  • Knowledge of computer/server hardware and software, including applications
  • High proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Proficiency with troubleshooting technical issues of various levels
  • Skilled in communicating with non-technical users and management

What we can offer

  • Our modern stack projects are the right mix of exciting and challenging;
  • Gain access to our diverse range of training programs, courses, and certifications;
  • Choose your work style - remote, on-site or hybrid in one of our stunning offices. We offer the freedom of flexible working hours;
  • Enhance your language skills with our corporate English classes;
  • Work from anywhere and explore the world with our Workation program.
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Our Hiring Process

Getting started with us

Here's what you can expect when you send us your application

Step 0

Tech Talent Hunt

Be scouted or apply for your role

Step 1

Meeting & Connecting

Our first step to building lasting relationships

Step 2

Uncovering Potential

Your HR interview

Step 3

The Code Challenge or Technical Interview

It's time to show what you can do best!

Step 4

Client’s Interview

Demonstrating expertise to our future partners

Final

The Last Piece of the Puzzle

Job offer to finalize our tech team

Join our team of innovative thinkers

Let’s talk!

Have any questions? Fill out the form and our team will be in touch!