| Requirement || Zendesk Administrator || Los Angeles (Hybrid) at Remote, Remote, USA |
| Email: [email protected] |
| From: Aditya Kumar, Stellent It [email protected] Reply to: [email protected] Zendesk Applications Administrator Los Angeles(Onsite-Hybrid most likely) Phone and Skype Long Term Job Description: Internal applications used Someone who balances strategic acumen while still doing IC (individual contributor) work. Mentorship role but still IC role Principal IC Technical acumen Mentoring 2 junior application admins Day to day First 30-60 more tactical Next 60-90 more strategic First 30 - come in and understand how zendesk works. How are licenses doing Billing frameworks Reaching out to vendors, etc. 90 - supplement gaps, Mobilizing and executing driving forward changes Qualifications: Zendesk (could be learned but must be a smart cookie and pick it up quick) Strategic acumen ICU Willing to do work Attention detail Strategic thinker Position Overview As a Staff Tools Administrator, you will play a crucial role in supporting our customer support operations and partnering closely with product and engineering teams that drive innovative solutions to improve agent efficiency. You will be the craft leader of a team of Third Party Tech Administrators, responsible for maintaining and improving our application instances, permissions for all of our internal tooling, ensuring seamless support, and driving strategic initiatives to meet our player support goals. Were looking for someone who is driven and passionate about solving novel challenges in the gaming industry, has a strong bias toward action, and is excited to work in a player-focused environment. Key Responsibilities: Mentorship: Provide individualized mentorship to a team of Tooling Administrators, helping them set goals and develop their craft skills, knowledge, and expertise in application administration. Third Party & Internal Tools Management: Oversee the configuration, customization, and maintenance of our Support Tooling instances, inclusive of Knowledge Management Tools, Support CRMs, and internal tooling for user permissions, application management, ticket routing, and automation rules. License Auditing: Manage Application licenses and subscriptions, ensuring optimal utilization and cost-effectiveness. Strategic Management: Develop and execute strategic plans for Tooling Vendor Management, collaborating with cross-functional teams to improve player support processes, agent efficiency, and enabling operational users. Vendor Management: Strategically manage third party tech service providers to ensure the effective delivery of service features, negotiate contracts, and oversee vendor relationships. Ensure that the vendors have consolidated feedback about our use cases and that improvements are being addressed in Vendor Roadmaps. Data and Analytics: Utilize reporting and analytics tools to track and measure key performance metrics, supporting workforce management and tooling utilization; making data-driven decisions to enhance player support operations. Compliance and Security: Ensure that our third party tech configurations adhere to security and compliance standards, including data protection regulations. Qualifications: Bachelor's degree in a related field or equivalent work experience. Proven experience as a Zendesk Administrator or similar role. Strong leadership and team management skills. In depth knowledge of customer service technology platforms, including CRM, CMS, Knowledge Management, QA (Zendesk, Guru, Stella a bonus!) with expertise in proven best practices for configuration, automation, and reporting. Excellent problem-solving skills and attention to detail. Ability to work collaboratively and communicate effectively with cross-functional teams. Experience in strategic planning and project management. Knowledge of global data security and compliance best practices. Aditya Kumar Technical Recruiter Stellent IT Phone : 7327959133 : [email protected] Gtalk : [email protected] Keywords: quality analyst information technology |
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| Fri Dec 01 23:36:00 UTC 2023 |