Zendesk Administration Managerze at Delasport

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

Responsibilities:

• Configure user roles, permissions, and access levels.
• Design and implement ticketing workflows, automations, triggers, and macros.
• Integrate Zendesk with other internal systems and third-party applications.
• Customize Zendesk dashboards, views, and reports.
• Implement self-service features such as chatbots and AI-powered search.
• Develop and organize a comprehensive content library within Zendesk.
• Monitor key performance indicators (KPIs).
• Analyze support metrics and trends.
• Conduct onboarding and ongoing training sessions.
• Provide hands-on support and guidance to team members.
• Collaborate with cross-functional teams to gather requirements and implement solutions.
• Liaise with Zendesk support teams and external vendors.
• Act as a subject matter expert for Zendesk-related inquiries.
• Ensure compliance with data protection regulations and internal security policies.
• Maintain detailed documentation and records.
• Stay abreast of Zendesk updates and industry best practices.
• Proactively identify opportunities for process improvements and automation.

Requirements:

• Excellent communication skills in English, both verbal and written.
• 5 years of experience in a similar position.
• Advanced computer skills.
• Research and data gathering skills.
• Experience specializing in new business acquisition.
• Extremely detail oriented.
• Highly organized, able to juggle multiple priorities and meet reasonable deadlines.
• Significant experience of not less than 5 years in backend administration of Zendesk.

What Delasport Offers:

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