Zendesk Platform Specialist

Description:

As a Platform Specialist, you will play a key role in guiding the development and evolution of our Customer Service platform - with a specific focus on maximizing the usability of both the external facing messaging bot and internal facing Zendesk tools (as well as seamless integration with our back-office).

We enjoy a close working relationship with our Customer Service & Operations colleagues and take a collaborative and data driven approach to everything we do. Every problem encountered is considered an opportunity for innovation and good ideas are promoted quickly.

Leading a team dedicated to the Zendesk Suite, being passionate about all aspects of digital transformation and by working closely with our internal stakeholders (and where necessary 3rd parties) you will also maximize the business value of this platform by helping to develop innovative technical solutions and leverage the capability of the tools to address very real business problems and opportunities we will face on our journey towards providing best in class customer service.

What you will be doing

• Administer and maintain the Zendesk platform, including user management, ticket management, and system configurations.
• Customize Zendesk to meet the specific needs of our organization, including creating custom ticket forms, automations, triggers, and workflows as well as maintaining the code for our customer facing help centre.
• Monitor Zendesk performance and implement optimizations to enhance efficiency and effectiveness.
• Provide technical support and training to Zendesk users within the organization.
• Act as the first point of contact, working with Zendesk Premier Assist during Zendesk related incidents.
• Collaborate with cross-functional teams to implement integrations with other tools and systems.
• Stay updated on Zendesk best practices, new features, and industry trends to continuously improve our support processes.
• Generate reports and analyze data to identify trends, areas for improvement, and opportunities for automation.
• Ensure compliance with data security and privacy regulations, such as GDPR, within the Zendesk environment.

Requirements

The ideal candidate for this role will have:

• Proven experience as a Zendesk Administrator or similar role.
• Strong understanding of Zendesk functionality and configuration options.
• Proficiency in Zendesk API, JavaScript, and other relevant programming languages.
• Excellent problem-solving skills and attention to detail.
• Effective communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Zendesk certifications (such as Zendesk Support Administrator or Zendesk Developer) are a plus.