ZenDesk Admin - REMOTE

Remote within Mexico.

ZenDesk Admin

We are seeking an experienced ZendDesk Admin with a strong technical background in ZenDesk troubleshooting skills as well as training experience.

Key Responsibilities

• Configure, manage, and optimize Zendesk settings and integrations to align with MB objectives and workflows.
• Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.
• Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.
• Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members.
• Ability to integrate Zendesk Talk or other telephony systems
• Design and generate reports and dashboards to monitor customer support metrics and KPIs.
• Work closely with customer support leadership to design and implement SLAs, ticket workflows, and escalation procedures.
• Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.
• Ensure compliance with data privacy regulations and security best practices within Zendesk.
• Troubleshoot and resolve any Zendesk-related issues or disruptions.
• Ability to integrate with Zendesk Chat or other integrated messaging tools..

Required Qualifications

• 5+ years of overall IT experience.
• Advanced English proficiency is mandatory, including the ability to communicate effectively with stakeholders.
• Strong problem-solving, communication, and collaboration skills.

Job Type: Full-time

Pay: $60,000.00 - $67,000.00 per month

Language:

• English (Required)

Work Location: Remote