• Job Description

  Req#: JPC - 10129755

  Hi,

  Hope you are doing Great!!

  My name is Shivani Gupta from United Software Group Inc.

  I am aggressively recruiting for one of the position for Zendesk Admin at Plano, TX, United States with one of our client. Please have a look at the job description below and if interested feel free to call me or revert to this email.

  If not, then you may refer anyone you may know looking for a job/job change.

  Job Title: Zendesk Admin

  Job Location: Plano, TX

  Experience Required: 6+ Yrs.

  Interview: Telephonic & Skype

  Position Type: Contract

  Job Description:

  The Customer Support Operations/Zendesk Administrator will be responsible for the execution of

  day-to-day configuration, support, and maintenance of our Zendesk instance, as well as continuously

  improving the platform and other customer support tools to enable our growth. You will work closely with stakeholders in the customer support organization, as well as Marketing, Product and Engineering.

  Specifically, this role will be expected to have a broad understanding of customer support tools and

  Zendesk capabilities, change management, user management, data models, and most importantly -

  providing the best experience for our end-users. We are looking for someone who understands Zendesk and customer support operations, is committed to continuous improvement, is a very analytical and a creative problem solver, with a bias for action and has a relentless focus on getting things done. The Customer Support Operations/Zendesk Administrator will report to the Sales and Marketing Operations Manager.

  • Gathering and prioritizing change requirements for the system
  • Understanding your business change requirements
  • Reviewing support requests to Zendesk and identifying opportunities for improvements and training
  • Managing the internal testing and rollout of changes across all teams
  • New feature deployments
  • Company specific configurations such as new apps, fields and workflows
  • Major changes such as UI upgrades or helpdesk rollout
  • Using analytics to improve ticket deflection and agent productivity
  • On self-service portals reviewing searches and article views to make suggestions on new and improved content
  • Reviewing use of and quality of macros
  • Performing hands-on implementation of day-to-day changes:
  • Assisting customizing fields for help desk activities and reporting
  • Structuring knowledge base content
  • Manage the localization of system-wide field options, macros, etc.
  • New reporting requirements
  • Reviewing and tuning workflows in Zendesk
  • Periodically reviewing triggers, automations, views, and macros to ensure outdated items are deactivated or updated
  • Ensuring that workflow allows for capturing of relevant analytics that can be used for driving process improvement and measuring help desk and agent performance
  • Periodically audit agent permissions and ensuring access is appropriate
  • Defining and maintaining roles for each key type of agent using Zendesk
  • Ensuring agents are assigned to an appropriate role based on business need
  • Ensuring on-boarding and off-boarding of new agents is handled quickly
  • Ensuring system usage is compliant with contracts
  • Being the interface to Zendesk on
  • Feature requests / problem statements
  • Issue escalation
  • Reporting
  • Ability to translate business requirements into Key Performance Indicators
  • Ability to comprehend a complex data model and develop custom reports for Executive consumption
  • API Experience
  • Ability to utilize API endpoints to develop integrations and business applications
  • Knowledge of Web technologies, session management, object relational mapping, object caching, JavaScript, CSS, HTML, XML, JSON and RESTful web services
  • Focus on developing elegant solutions to complex problems with the ability to present ideas, expectations and information in a concise, well-organized way to others

  Skills Required:

  • Experience of administering Zendesk and/or Software as a Service systems
  • Knowledge of customer support processes in a multi-national, multi-lingual support environment
  • Highly organized, responsive and good at project management.
  • Analytical with a keen desire to improve business processes and performance.
  • Good technical skills, but not necessarily programming.

  Please share your updated resume at shivani.g@usgrpinc.com or feel free to contact me at 614-401-5196

• About the company

  United Software Group, Inc. (USG) is a Global Information Technology Consulting Company established in the year 2002 with its Headquarters in Columbus-Ohio, USA. USG is operating a business in 6 countries USA, Mexico, Canada, UK, Ireland and India. USG is a Minority Owned Enterprise (MBE) offering IT consulting, Talent Management and Staff Augmentation Solutions to its Clients. USG is recognized by INC5000 as Americas Fastest-Growing Private Companies and is honored with A+ rating by BBB as a mark of a trustworthy customer-oriented organization. USG’s services are based on requirements specified by operational business users from different industries such as Banking & Financial, Consumer Good and Distribution, Telecommunication, Insurance, Engineering, Healthcare, Life Sciences, Retail, Manufacturing and Automotive.

Notice