DSI

Zendesk Administrator

DSI

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • - Serve as the primary administrator and owner of Zendesk for Field Operations
  • - Configure and maintain ticket routing, groups, forms, fields, views, and macros
  • - Monitor daily ticket flow to ensure requests are routed to the correct teams
  • - Manage ticket movement between departments to prevent delays and bottlenecks
  • - Build and maintain automated workflows using triggers and automations
  • - Monitor SLAs and aging tickets to ensure visibility into service risks
  • - Set up alerts and notifications for SLA breaches and overdue tickets
  • - Partner with Analytics to support reporting and dashboard development
  • - Collaborate with Field Operations teams to improve workflows and ticket handling processes

Requirements

  • - Experience as a Zendesk power user or administrator
  • - Strong working knowledge of Zendesk configuration, including forms, fields, views, groups, macros, triggers, and automations
  • - Experience managing ticket routing and multi-department support workflows
  • - Ability to manage high-volume ticket flow in a fast-paced operational environment
  • - Strong organizational skills with high attention to detail
  • - Comfortable communicating with leadership and cross-functional teams
  • - Ability to identify process gaps and recommend system-based improvements
  • - Experience supporting SLA tracking, operational reporting, or performance visibility
  • - Strong written and verbal communication skills
  • - Ability to work independently and prioritize competing requests
Benefits
  • - Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
  • - 401k Plan with employer matching
  • - Paid vacation, personal/sick days, and bereavement time
  • - Employee Profit Sharing Program
  • - 50% AT&T wireless discount
  • - Paid training
  • - Advancement opportunities, we prefer to promote from within!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Zendesk administrationticket routingworkflow automationSLA trackingoperational reportingprocess improvementconfiguration managementdata analysis
Soft Skills
organizational skillsattention to detailcommunication skillscollaborationindependenceprioritizationproblem-solving