Zendesk Administrator

The Zendesk Technical Architect is responsible for designing and implementing comprehensive solutions using Zendesk products (i.e., ZIS, Zendesk APIs, Zendesk Explore, and Zendesk’s Copenhagen theme). This role requires a deep understanding of Zendesk’s capabilities, integrations with other systems, and a strategic approach to enhance customer experience. The ideal candidate must have technical proficiency, excellent communication skills, and a problem-solving mindset. The successful candidate will have a record of success in improving processes and adoption using the Zendesk platform. The Technical Architect will work closely with functional leaders and organizational units to deploy new business processes.

How You'll Rock the Role

• Serve as primary a point of contact for all advanced/escalated Zendesk support team’s technical needs.
• Design and implement Zendesk solutions tailored to meet the unique need of our business.
• Lead the integration of Zendesk with other systems and platforms, ensuring a cohesive and interconnected customer support ecosystem. Examples: ServiceNow, DocuSign, JIRA, Azure B2C, OKTA, etc.
• Develop strategies for the adoption and optimization of Zendesk features, improving customer experience and support team efficiency.
• Develop reporting capabilities, metrics & executive dashboards with Zendesk explore / analytics or using other Data Analytics / BI tools.
• Provide technical leadership in the planning and execution of projects, ensuring best practices and high-quality standards.
• Collaborate with cross-functional teams, including customer support, IT, and Development teams, to understand requirements and provide effective solutions.
• Offer technical guidance in training to team members and stakeholders on Zendesk functionalities and best practices.
• Stay updated with the latest developments in Zendesk features and third-party integrations.
• Address complex technical challenges and provide innovate solutions.

What We're Looking For:

• Proven experience as a Technical Architect or similar role in Zendesk environments.
• Ability to recommend, manage, and perform advanced Zendesk configurations.
• Strong knowledge of Zendesk’s suite of products and their implementations (i.e., Support, Talk, Explore, Guide, Chat) and Zendesk development SDK and APIs.
• Experience in systems integration and creating API-based solutions.
• Proficiency in programming languages such as JavaScript, HTML, and CSS.
• Excellent problem-solving abilities and a strategic mindset.
• Strong communication and leadership skills, with the ability to interact with both technical and non-technical stakeholders.
• Understanding of technologies like SQL, SOAP, HTML, etc.
• Strong working knowledge of OKTA, Azure B2C, JIRA, and Zendesk Apps.
• 5+ years of hands-on experience of Zendesk Administration and supporting Zendesk implementations.
• Proven experience delivering end to end solutions on Zendesk.
• Experience working on tight deadlines for implementation projects.
• Experience translating business requirements and writing user stories.
• A bachelor’s degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis.
• Zendesk Administrator Certification is preferred (past or current certification acceptable)