Senior Zendesk Administration Manager

Job Description

Delasport is seeking a Senior Zendesk Administration Manager to oversee the configuration, maintenance, and optimization of their Zendesk platform. The ideal candidate will lead a team of Zendesk administrators and collaborate with cross-functional teams to enhance customer service capabilities and deliver exceptional user experiences.

Role involves:

• Configuring user roles, permissions, and access levels.
• Designing and implementing ticketing workflows, automations, triggers, and macros.
• Integrating Zendesk with other internal systems and third-party applications.
• Customizing Zendesk dashboards, views, and reports.
• Implementing self-service features such as chatbots.
• Monitoring key performance indicators (KPIs).
• Conducting onboarding and ongoing training sessions.
• Collaborating with cross-functional teams to gather requirements and implement solutions.
• Ensuring compliance with data protection regulations and internal security policies.

Requirements:

• Excellent communication skills in English, both verbal and written.
• 5 years of experience in a similar position.
• Advanced computer skills (Microsoft office applications experience is a must), research and data gathering skills.
• Significant experience of not less than 5 years in backend administration of Zendesk.

Delasport offers:

• Competitive Salary Package
• 20+ vacation days
• Comprehensive health insurance and a Multisport card
• Budget for courses, certifications, and self-development