Technical Systems Administrator

Summary

Join Clipboard Health as a Technical Systems Administrator and play a crucial role in managing, maintaining, and optimizing our technical systems, primarily focusing on Zendesk administration. You will be responsible for configuring and customizing Zendesk, managing user access, troubleshooting system issues, and optimizing system efficiency. This role requires strong Zendesk administration experience, a proven track record in customer service, and exceptional problem-solving skills. The position offers a path for progression to Senior Technical Systems Administrator, overseeing a team and improving technical architecture. Clipboard Health is a fast-growing tech startup with a global, remote team, offering a dynamic and exciting work environment.

Requirements

• 2+ years experience with Zendesk administration
• 3+ years working in customer service roles (contact centers specifically)
• Proven track record of working autonomously and highly self motivated
• Extreme attention to detail and exceptional problem solving skills
• Excels in documenting processes and system architecture

Responsibilities

• Configure, customize, and maintain Zendesk to meet business needs
• Implement workflows, automation rules, triggers, and macros to optimize user and customer experiences
• Stay updated on new Zendesk features and continuously roll out improvements to teams
• Create and enforce adherence to guidelines for backend infrastructure (ex. Zendesk Naming and Tagging Guidelines for Scalable CRM Management)
• Manage and oversee access to Zendesk and other integrated tools, ensuring appropriate permissions and security protocols are followed
• Onboard and offboard users, including provisioning and deactivating system access
• Regularly audit user access and system permissions for compliance and efficiency
• Collaborate with PeopleOps and security teams to implement and maintain best practices for tool access management
• Act as the primary point of contact for troubleshooting technical issues within Zendesk and related systems
• Diagnose and resolve system errors, integration failures, and performance bottlenecks
• Work with external vendors and support teams to escalate and resolve complex issues
• Maintain comprehensive documentation for troubleshooting procedures and resolutions
• Identify opportunities to improve processes and system efficiency through automation and better workflows
• Manage integrations between Zendesk and other applications, ensuring data consistency and functionality
• Collaborate with stakeholders to implement system enhancements and new features