Zendesk Project Lead

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ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad’s expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we’re your squad for the digital world.

Our client is seeking a Zendesk Project Lead to work on a new implementation for a large client. The client currently uses Salesforce Service Cloud and has begun a project to move to Zendesk. The client is looking for a Zendesk lead to assist with the migration.

Key Job Responsibilities

  • Perform Zendesk administrator functions including supporting day-to-day operational issues, implementing enhancements and projects, user management, roles setup, permissions, workflows, triggers, macros, queues, reports, license management, and capacity and storage management and other governance aspects, including the development using web/scripting technologies such as HTML, CSS, and JavaScript.
  • Design, configure and build solutions utilizing standard features and custom declarative development to support Zendesk service management functionality that includes Zendesk Support, Zendesk Chat, Zendesk Talk, Zendesk Guide/Help Center, Zendesk Explore/Analytics, Zendesk Answer Bot, etc.
  • Work with business users and customer experience teams to configure and deploy Zendesk App and continuously innovate and improve user experience.
  • Work cross-functionally to gather, review, analyze and document business systems and user requirements and to implement new or enhanced features to improve customer service.
  • Ensure standards for data quality and integrity between systems are developed in accordance with best practices. Support all Zendesk integrations including integration with workday.
  • Assist with workflow/process design, best practice education, and administration of all enterprise business solutions when assigned.
  • Assist in creating test plans and in coordinating and testing break-fixes, enhancements, and new versions of Zendesk.
  • Troubleshoot system issues including, but not limited to, error codes, access issues, workflow concerns, and system outages. Identify, recommend and implement fixes/workarounds for all issues.
  • Keeping abreast of new Zendesk features and functionality and provide recommendations
  • Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
  • Manage Zendesk release upgrades.

Skills and Qualifications:

  • Bachelor’s Degree in Computer Science, Information Technology or related.
  • 5 years of overall IT experience including 3 to 4 years of experience with Zendesk as an Admin and at least 1 year of experience with web/ scripting technologies, HTML, CSS, JavaScript, and SaaS applications.
  • Zendesk Admin Certification is a plus.
  • Experience with call center technologies such as CRM and Telephony systems is a plus.
  • Excellent communication skills, ability to multitask, prioritize, meeting deadlines, and proactively communicating status updates.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

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