Zendesk Administrator

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Side

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2019

💼 Consulting

🛍️ eCommerce

🏪 Marketplace

Consulting • eCommerce • Marketplace

Side is

📋 Description

• Administer and maintain Zendesk ticket forms, custom fields, views, macros, triggers, automations, routing rules, business rules, SLAs, groups, organizations, and user roles • Manage user onboarding, offboarding, permissions, and access controls • Design and improve scalable, documented workflows aligned with operational requirements • Design, customize, and maintain Zendesk Guide and player-facing Help Center experiences • Develop responsive Help Center themes and validate front-end changes before deployment • Improve navigation, ticket-entry points, and self-service journeys while maintaining branding and accessibility • Build and maintain Zendesk Explore dashboards and operational KPI reporting • Maintain data-capture processes for accurate reporting • Manage Zendesk, Jira, and other approved-system integrations, including escalation, field mapping, status synchronization, and communication workflows • Investigate and resolve reporting, integration, data-sync, and workflow issues • Assess risks, dependencies, and downstream impacts of platform changes • Coordinate testing, documentation, communication, and controlled deployment of enhancements • Review the Zendesk ecosystem to identify inefficiencies and service gaps • Develop and present a prioritized improvement roadmap with outcomes, implementation approaches, and success measures • Maintain a stable, secure, and well-governed Zendesk environment • Deliver improvements to operational efficiency, self-service, and player experience • Implement changes with clear documentation and minimal disruption to live operations

🎯 Requirements

• 2–5 years of experience administering Zendesk Support in a production environment • Experience configuring forms, fields, triggers, automations, macros, views, routing logic, business rules, and SLAs • Experience maintaining Zendesk Guide themes using HTML, CSS/SCSS, JavaScript, Handlebars, and JSON • Experience building or supporting operational dashboards and reports using Zendesk Explore • Experience maintaining Zendesk–Jira integrations and troubleshooting platform, workflow, or data-synchronization issues • Experience supporting Customer Support, Player Support, Customer Experience, or a similar service operation • Strong analytical, problem-solving, documentation, and stakeholder-management skills • Zendesk Administrator Certification or another relevant Zendesk certification is nice to have • Familiarity with Zendesk, Jira, or REST APIs, and Git or another version-control system is nice to have • Experience supporting gaming, SaaS, or high-volume support operations is nice to have • Portfolio demonstrating previous Zendesk work is preferred • Shortlisted candidates may be asked to complete and discuss a practical Zendesk case study