Zendesk Administrator

First Line Software is an international team of over 400 professionals around the world (America, Europe, Asia, and Australia) who develop innovative solutions in the software industry. We try to keep an open atmosphere; we appreciate freedom and flexibility in everything. We are waiting for you in our FLS Family.

We are looking for an Application Junior Zendesk Administrator to join us on an international project within the real estate industry.

As Zendesk Administrator you will provide assistance with day-to-day support, maintenance, and implementation of new features across multiple support channels in our Zendesk instances. You will work with stakeholders to develop and refine workflows to meet different teams unique needs while adhering to unified workflows within Zendesks email, chat, and talk support channels. This role is responsible for continuously improving customer support tools to enable the companys growth.

Responsibilities:

• Responsible for the 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  • Review triggers, automation, views, and macros to ensure outdated items are deactivated or updated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
• Responsible for 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 in developing and maintaining Zendesk policies and practices
  • Create and maintain Standard Operating Procedure manuals
• Maintain reporting dashboards including one-off data pulls as needed

Requirements:

• Associate or bachelors degree in Computer Science, Information Technology, or equivalent work experience and/or education
• 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 pace, high-growth company
• Experience with integration and connector apps
• Proficiency with troubleshooting technical issues of various levels
• Computers 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.

What we offer:

• A great team of professional and creative engineers, who are empowered to share their experience and knowledge
• International projects, which are market leaders
• Opportunity to work with modern technologies
• About Development: we value the professional growth of our employees, that's why you will have an opportunity to attend a variety of training, conferences, and language courses
• About Support: possibility to work in one of our cozy offices with comfortable workplaces and unlimited coffee and snacks
• About Leisure: we organize various events, quizzes, corporate challenges, etc. We also care about sports activities.

Location: Remote in Colombia