Zendesk Administrator

Summary

Join MaintainX, a leading mobile-first workflow management platform, as a Zendesk Administrator! Based in Montreal, Canada, or remotely in the US/Canada, you will manage and optimize our Zendesk platform. This key role requires strong technical skills, problem-solving abilities, and deep Zendesk knowledge. You will maintain and customize Zendesk, manage user access, optimize processes, provide internal support, and train users. You'll also collaborate cross-functionally, generate reports, and ensure data integrity. MaintainX offers competitive compensation, benefits, and a collaborative work environment.

Requirements

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience
• Zendesk Administration Experience: 4-6 years of experience as a Zendesk Administrator, preferably with Zendesk Administrator Certification
• Technical Proficiency: In-depth knowledge of Zendesk configuration, customization, and administration, including proficiency in Zendesk Support, Guide, Chat, and Explore
• Integration Experience: Experience integrating Zendesk with other platforms and tools, such as CRM systems and communication platforms
• Analytical Skills: Strong data analysis skills with the ability to generate insights from Zendesk reports and analytics
• Project Management: Experience working within sprint cadences and using project management tools like Jira
• Communication Skills: Excellent communication, time management, problem-solving, analytical, attention to detail, and interpersonal skills
• Adaptability: Ability to work cross-functionally, manage multiple priorities, and perform well in a fast-paced environment while maintaining a high level of quality

Responsibilities

• Maintain and Customize Zendesk: Configure and optimize Zendesk to support our customer support processes, including creating custom ticket fields, workflows, automation rules, macros, and integrations with other tools
• Manage User Roles and Permissions: Oversee Zendesk roles, groups, and permission settings, ensuring appropriate levels of access and security
• Documentation and Process Optimization: Document and refine Zendesk processes to enhance efficiency and effectiveness
• Internal Support and Troubleshooting: Address internal support tickets related to Zendesk issues, providing timely resolutions and troubleshooting as needed
• User Training: Develop and deliver training materials and sessions to ensure team members can effectively use Zendesk
• Cross-Functional Collaboration: Act as a key stakeholder in operational and cross-functional projects, providing expertise in building and enhancing our customer support processes
• Reporting and Analytics: Develop and maintain reports and dashboards to provide actionable insights to management and users
• Data Integrity: Ensure data hygiene and integrity through routine data cleansing activities and implementing validation rules

Preferred Qualifications

• Advanced Certifications: Additional Zendesk certifications or training
• Industry Experience: Familiarity with the industrial or manufacturing sectors
• Software Tools: Experience with Gainsight and/or Rocketlane

Benefits

• Competitive Compensation: Competitive salary and meaningful equity opportunities
• Health Benefits: Healthcare, dental, and vision coverage
• Retirement Plans: 401(k) / RRSP enrollment program
• Flexible Time Off: Take-what-you-need PTO policy
• Work Culture: Collaborative work environment reflecting MaintainX values—Smart, Humble, Optimistic
• Professional Growth: Opportunities for merit-based advancement and professional development