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- Review triggers, automation, views, and macros to ensure outdated items are deactivated or updated.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
Job Category: Support
Job Type: Full Time
Job Location: Alexandria Office