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Zendesk Administrator

unlimited holidays - extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Connecticut (USA), Florida (USA), Illinois (USA), Maryland (USA), Massachusetts (USA), Michigan (USA), New Jersey (USA), New York (USA), Ohio (USA), Texas (USA), Virginia (USA), United States

Offer summary

Qualifications:

3+ years of experience in Zendesk Administration, Experience with Zendesk Support, Chat, Guide, and Explore, 1-5 years exposure to SaaS business model and KPIs, Bachelor’s degree in relevant field, In-depth knowledge of system configuration and integrations.

Key responsabilities:

Customize Zendesk according to business requirements
Oversee user access and manage roles
Set up and maintain integrations with other tools
Create dashboards and analyze KPIs for operational efficiency
Ensure data integrity and provide end-user support

Contentsquare Unicorn https://contentsquare.com/

1001 - 5000 Employees

HQ: Paris

See more Contentsquare offers

Job description

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

Contentsquare is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data is used by Contentsquare for recruitment purposes only. Read ourJob Candidate PrivacyNotice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portalhere. Your personal data will be securely stored in our hosting provider’s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.