Zendesk Administrator

Summary

Join Tala, a leading fintech company, as a Zendesk Customer Care Platform Specialist! Manage and optimize our Zendesk platform to ensure efficient and effective customer support across Mexico, Kenya, the Philippines, and India. You will administer the platform, identify areas for improvement, generate performance reports, and configure Zendesk to meet evolving needs. This role involves building and optimizing AI-driven automations, supporting integrations with other systems, and training customer care agents. The ideal candidate is a detail-oriented problem solver with strong technical skills, excellent communication abilities, and experience with Zendesk APIs and integrations. You will collaborate with cross-functional teams and be passionate about supporting underserved communities.

Requirements

• 5+ years of experience administering the Zendesk platform
• In-depth knowledge of Zendesk features, functionalities, and best practices
• Strong technical skills, including experience with Zendesk APIs and integrations
• Proficiency in data analysis and reporting, with the ability to generate insights from Zendesk data
• Excellent problem-solving and troubleshooting skills
• Excellent written and verbal communication skills, with the ability to deliver clear and concise training
• Ability to push through ambiguity to interpret and analyze trends with minimal guidance
• Strong project management skills and the ability to prioritize in a fast-paced environment
• Experience working with global teams and a passion for supporting underserved communities in Mexico, Philippines, Kenya, and India

Responsibilities

• Platform Management: Administer and maintain the Zendesk platform, including user management, ticket routing, automation, and integrations
• System Optimization: Identify opportunities to improve Zendesk workflows and processes. Implement best practices to enhance efficiency and effectiveness
• Reporting and Analytics: Generate and analyze reports on Zendesk performance, identifying trends and areas for improvement
• Configuration and Customization: Configure and customize Zendesk to meet the evolving needs of our customer care team and business
• AI Plugin Management: Build and optimize automations using third-party AI agent tools that integrate seamlessly into Zendesk. Continuously review AI-generated insights and collaborate with Product to leverage APIs for automating user actions
• Integration Support: Facilitate partner teams with seamless integrations between Zendesk and other systems, guiding proper implementation for optimal workflows and data integrity
• Training and Support: Provide training and support to customer care agents on Zendesk functionalities and best practices
• Troubleshooting: Identify and resolve technical issues within the Zendesk platform promptly
• Stay Updated: Keep abreast of Zendesk updates and new features, recommending and implementing improvements as needed
• Collaboration: Partner closely with cross-functional teams, including IT and Product, to ensure seamless integration and support

Preferred Qualifications

• A Detail-Oriented Problem Solver: You have a keen eye for detail and enjoy troubleshooting complex technical issues
• A Proactive Innovator: You constantly seek ways to improve processes and optimize platform performance
• A Strong Communicator: You can clearly explain technical concepts to non-technical audiences and provide effective training and support
• A Collaborative Team Player: You work well with diverse teams, both locally and internationally, to achieve common goals
• Mission-Driven: You’re passionate about enabling exceptional customer care and believe in the importance of efficient and effective support systems