About the Role
We are seeking an experienced and skilled Systems Administrator to join our team. The successful candidate will be responsible for administering and supporting all aspects of Zendesk, including managing macros, triggers, system support tickets, and providing admin support for all Zendesk platform access & usage.
Key Responsibilities:
* Manage and maintain third-party platforms (e.g., Zendesk, Amazon Connect) and custom-built tools but predominantly Zendesk systems administration
* Owning system upgrades, incident response, user management, and data management
* Continuously improving workflows by identifying opportunities for automation and process optimization
* Writing and maintaining clear documentation, operational playbooks, and setup guides
* Collaborating with cross-functional teams to translate business requirements into technical solutions
* Overseeing community & monitoring platforms (such as Khoros Care, Catchpoint)
* Supporting internal teams by troubleshooting and resolving technical issues
Required Skills and Qualifications:
* Zendesk administration & technical support experience
* Zendesk - Critical issue management & resolution, access control & release management
* Experience with other CX tools (e.g. Salesforce, Freshdesk, Intercom)
* Strong systems management skills (configuration, maintenance, and optimization)
* Ability to troubleshoot and resolve technical issues quickly
* Any experience in data reporting, trend analysis, customer analytics
* Process improvement mindset, with a focus on creating smoother systems for both agents and customers
* IT systems security knowledge (user access, permissioning, etc)
* Excellent collaboration and communication skills, especially in cross-functional environments
* Scripting skills (Python, JavaScript, or API experience)
* Call routing, IVR & virtual call platforms
* Vendor management and contract negotiation skills
* Experience in omnichannel support (chat, SMS, social, voice) in customer support, call centre or CX (customer experience) environments
* Certifications in CX platforms (Zendesk Admin, Salesforce Admin, etc.) is advantageous
Benefits:
* Fully remote role
* 12 months FTC (fixed term contract) or temporary contract role, which is extendable
* This role may also convert to a permanent position during the contract period but no guarantees
Others:
* You must be living & based in Ireland for the duration of this role
* No sponsorship provided, so you must hold EU/EEA citizenship or a valid Irish work visa already
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