Pharos Solutions in its Alexandria branch is looking for a “Zendesk Administrator” with the following requirements

Must have:

BSc/MSc in Computer Science or equivalent.
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.
Fluency in English (German is a plus).

Job Responsibilities and Duties:

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- Review triggers, automation, views, and macros to ensure outdated items are deactivated or updated.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 to develop and maintain Zendesk policies and practices
- Create and maintain Standard Operating Procedure manuals.
Maintain reporting dashboards including one-off data pulls as needed