Job Title: Zendesk Support Administrator
We are seeking an experienced Zendesk Support Administrator to join our team. As a Zendesk Support Administrator, you will be responsible for managing and maintaining the day-to-day operations of our Zendesk platform.
Key Responsibilities:
* Manage and maintain third-party platforms, including Zendesk, Amazon Connect, and custom-built tools.
* Own system upgrades, incident response, user management, and data management.
* Continuously improve workflows by identifying opportunities for automation and process optimization.
* Write and maintain clear documentation, operational playbooks, and setup guides.
* Collaborate with cross-functional teams to translate business requirements into technical solutions.
* Oversee community & monitoring platforms, such as Khoros Care and Catchpoint.
* Support internal teams by troubleshooting and resolving technical issues.
Required Skills and Qualifications:
* Zendesk administration and technical support experience.
* Critical issue management and resolution, access control, and release management.
* Experience with other CX tools, such as Salesforce, Freshdesk, and Intercom.
* Strong systems management skills, including configuration, maintenance, and optimization.
* Ability to troubleshoot and resolve technical issues quickly.
* Data reporting, trend analysis, and customer analytics.
* Process improvement mindset, with a focus on creating smoother systems for both agents and customers.
* IT systems security knowledge, including user access and permissioning.
* Excellent collaboration and communication skills, especially in cross-functional environments.
* Scripting skills, including Python, JavaScript, or API experience.
Benefits:
This role offers a fully remote position with a 12-month FTC (fixed term contract) or temporary contract role, which is extendable. This role may also convert to a permanent position during the contract period.
Others:
Although a fully remote role, the candidate must be living and based in Ireland for the duration of this role. EU/EEA citizenship or a valid Irish work visa is required.