Systems And Support Operations Manager

Summary

Join Turnitin's Support Operations Team as a Zendesk Administrator, maintaining and optimizing our Zendesk instance across multiple channels and brands. You will play a key role in ensuring the success of our Support Teams and wider Customer Experience function by implementing and owning customer-focused processes, systems management, and reporting. Collaborate with various teams to develop workflows, report on Customer Experience success, and maintain system health. Responsibilities include Zendesk maintenance, workflow building, user support, and reporting. This role requires 2+ years of Zendesk administration experience, proficiency in troubleshooting, data analytics, and strong communication skills. Turnitin offers a remote-centric culture, competitive benefits, and a commitment to employee well-being.

Requirements

• 2+ years experience of working as an Administrator of Zendesk
• Experience with integration, connector apps and API’s
• Proficiency with troubleshooting technical issues of various levels
• A strong understanding of both formal and informal change management processes
• Effective data analytics skills, with a background in using Zendesk Explore and Excel/Google Sheets
• Experience developing and implementing projects, from proof of concept to large scale deployment
• Strong organisational and analytical skills
• Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level, with varying levels of technical knowledge
• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, managing multiple priorities & projects
• Ability to work independently and perform under pressure

Responsibilities

• Maintenance and optimisation of Turnitin’s Zendesk instance
• Review Triggers, Automations, Views and Macro’s, ensuring that these are up to date, and retired as needed
• Build workflows include capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience
• Provide support for Zendesk end users internal to Turnitin when they have requests or service issues that they’re encountering
• Work with Zendesk Support, Turnitin Systems Team and Third Party Vendors
• Work with Zendesk support as needed to understand any service issues, system needs and support requests that can’t be handled in house
• Perform upgrades and configurations as required on the different support channels offered through Zendesk including email and messaging
• Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk
• Provide support for new feature deployments, internal testing, and rollout of changes across all departments
• Management of Turnitin’s Zendesk account
• Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded
• Review access requests for both agents and members of other teams across the business, ensuring that the correct roles are access are provided, without incurring unnecessary costs
• Partner with leadership and peers to develop and maintain Zendesk policies and processes, ensuring that Standard Operating Procedures are produced and maintained at a regular cadence
• Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner
• Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available
• Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective, always operating with a customer centric mentality

Preferred Qualifications

• Experience of working within a multi product support organisation
• Experience of working as an Administrator of a multi-brand instance of Zendesk
• A working knowledge of Salesforce and Jira
• An understanding of AI tools used in Technical Support teams, including Zendesk AI
• Working Hours: Eastern Time Zone (ET)
• 9:00 PM in Manila (Graveyard Shift)

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*