Zendesk Administrator - Pune, India - Multiplier

Description

We're at the forefront of one of the most exciting evolutions of our generation - remote staffing. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need digital solutions to help them streamline the process.

Welcome to Multiplier Our global employment platform empowers companies to hire people all across the world by managing the complexities of local compliance, labour contracts, payroll, benefits and taxes - all from one software system. It's a game changer

We're on a mission to impact economies of scale by enabling companies to hire the best candidate for the job, regardless of location. We're backed by some of the best in the game (Sequoia and Golden Gate Ventures), led by domain level experts, growing, and seeking brilliant like minded enthusiasts to join our team.

Role

We are seeking a skilled and detail-oriented Zendesk Administrator to join our dynamic team at Multiplier Technologies. The ideal candidate will play a crucial role in managing the Zendesk process ensuring a scalable platform is established organization-wide including identifying areas for improvement, and implementation of effective solutions to drive organizational growth and success through the query resolution platform.

Roles & Responsibilities

• Proficiency in building and managing integrations with third-party applications using APIs or pre-built connectors.
• Strong knowledge of Zendesk APIs
• Manage multiple Zendesk instances and create a scalable platform across the organization.
• Configure and monitor performance of automation, triggers, and workflows within the Zendesk instance.
• Monitor and use performance data to identify pain points and efficiency opportunities.
• Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders to ensure prioritization and alignment with the business.
• SLA, work schedule implementation
• Integrate additional apps and 3rd party systems such as round robin, intercom etc
• Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases.
• Establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines.
• Create data flow diagrams and process flow diagrams to facilitate better system understanding.
• Develop KPIs, measure and monitor success metrics while producing reports within Zendesk and other applicable platforms; Monitor change progress.
• The Zendesk administrator works closely with the key stakeholders to ensure alignment with business objectives and technology solutions.
• Conduct user acceptance testing to verify performance, reliability and identify any issues
• Lead system requirements gathering sessions to identify critical business requirements for systems

Key Skill Set:

• Strong knowledge of Zendesk APIs
• Good written & verbal communication
• Strong Zendesk product knowledge
• Strong Problem solving skills
• Proficiency in using analytical tools, such as Microsoft Excel, and any data visualization tools

Benefits:

• Comprehensive health benefits
• Work Timing 9:30am to 6:30pm ( APAC Time Zone )
• Remote employment
• Opportunities for professional growth and development
• Dynamic and collaborative work environment
• Opportunities for professional growth and development

Equal employment opportunity

Multiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.