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Software Systems Support Administrator

3 weeks ago

Durban, South Africa Outworx Full time

Are you an experienced Zendesk Administrator with the ability manage all aspects of the platform to join our team and ensure the smooth operation of our customer support platform.

**Responsibilities**
- Configure and customize Zendesk according to business needs, including ticketing workflows, automations, triggers, and SLA management.
- Manage user roles, permissions, groups, and access controls within Zendesk.
- Design and implement ticket forms, macros, and views to optimize agent productivity and customer satisfaction.
- Develop and maintain custom reports and dashboards within Zendesk or other client systems to track KPIs related to customer support performance, including ticket volume, resolution times, customer satisfaction scores, and agent productivity.
- Automate report generation and distribution processes to streamline operations and ensure timely access to insights.
- Conduct ad-hoc analysis and data mining to answer specific business questions and provide actionable recommendations.
- Monitor system performance, troubleshoot issues, and implement solutions to ensure platform stability.
- Collaborate with internal stakeholders to gather requirements and implement new features or enhancements.
- Provide training and support to internal users on Zendesk functionality, best practices, and troubleshooting techniques.
- Stay informed about Zendesk updates, new features, and industry trends to recommend improvements and drive innovation.

**Qualifications**

Relevant qualification in Information Technology, Computer Science, Information Systems or related field.

At least 2 years proven experience as a Zendesk Administrator or similar role.

In-depth knowledge of systems configuration, customization, and administration.

Strong understanding of customer support processes and best practices.

Proficiency in HTML, CSS, and JavaScript for customizing Zendesk's front-end.

Excellent problem-solving skills and ability to troubleshoot technical issues.

Attention to detail and ability to ensure data accuracy and consistency.

Strong proficiency in Zendesk reporting tools, including Explore, Insights, and APIs

Strong communication skills with the ability to collaborate effectively with cross-functional teams.

Zendesk Administrator/Explore certification is a plus.