Zendesk Systems Administrator

Title: Zendesk Systems Administrator

Location: 100% REMOTE

Duration: 06+ Months

Position Summary:

Job Description:

As a Support Systems Administrator, you ll be responsible for day-to-day management of our third-party support platforms, collaborating with support, engineering, and analytics teams. These systems include Zendesk, Amazon Connect, among others. You are a hands-on problem-solver whose role is to support internal teammates in the Customer Experience organization and continuously improve a first class support workflow.

Manage third-party tools and platforms like Zendesk, Amazon Connect, as well as our custom-built tools and scripts for maintaining these systems

Own maintenance, upgrades, incident response, user and data management and customization of these platforms as part of the CXS Systems team

Work with cross functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions

See opportunities and problems in our current workflows and devise and implement creative solutions

Write documentation and operational playbooks

Maintain community and monitoring platforms, including Khoros Care and Catchpoint

Actively develop & update scripts our team use for automating the boring things

Experience with CX tools: (e.g., Zendesk (preferred), Salesforce Service Cloud, Freshdesk, Intercom, Kustomer)

Systems management: Skilled at configuring, maintaining, and improving CX platforms.

User support: Can quickly troubleshoot and resolve agent issues.

Data and reporting: Comfortable pulling reports, analyzing trends, and spotting what s off.

Process improvement: Always looking for ways to make systems smoother for customers and agents.

Documentation: Able to keep setup guides, workflows, and processes tidy and up-to-date.

Change management: Knows how to test, communicate, and roll out updates without chaos.

Security basics: Understands permissioning, user access, and system security best practices.

Collaboration: Works easily with CX leaders, IT, and product teams to prioritize work.

Nice-to-haves:

Scripting skills: (e.g., basic Python, JavaScript, or API experience) for integrations or automations.

Vendor management: Can manage relationships with software vendors and negotiate licenses.

Training chops: Loves running training sessions and writing simple how-tos.

Omnichannel know-how: Understands chatbots, SMS, social support, and voice.

Quality assurance: Sets up proactive checks so customers hit fewer bumps.

Love for CX: Deep empathy for customers and the teams supporting them.

Certifications: Any platform admin certs (e.g., Zendesk Admin, Salesforce Certified Admin).