Zendesk Administrator

Why project44: 

At project44, we revolutionize supply chains with our High-Velocity Supply Chain Platform. As the connective tissue of the supply chain, project44 optimizes global product movement, delivering unparalleled resiliency, sustainability, and value for our customers. We operate the world's most trusted end-to-end visibility platform, tracking over 1 billion shipments annually for 1,300 leading brands across various industries, including manufacturing, automotive, retail, life sciences, food & beverage, and oil, chemical & gas. Our High-Velocity platform eliminates supply chain friction, enabling sophisticated inventory control, exceptional customer experience, and predictive analytics through machine learning and automation. 

If you’re eager to be part of a winning team that works together to solve some of the most challenging supply chain challenges every day, let’s talk. 

Position Overview: 

We are seeking a Zendesk Administrator/Specialist to join our team and play a critical role in ensuring the smooth functioning of our Zendesk system, enhancing its capabilities, and providing valuable training to our internal teams. 

What you will work on 

The Zendesk Administrator will act as the liaison between our internal Customer Success and Network teams and the Zendesk platform. 

Who you will work with 

The Zendesk Administrator will work regularly with stakeholders across the globe, with emphasis on the Customer Support and Network teams. 

What you bring 

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. 
• 3- 5 years of experience as a Zendesk Administrator or similar role, with a strong understanding of the Zendesk platform. 
• 1-2 years of experience in automation, configurations, reporting and integrations using Zendesk platform. 
• Solid technical background, including proficiency in managing and configuring helpdesk systems, automations, triggers, workflows, and reporting. 
• Strong problem-solving skills with the ability to analyze complex issues and provide timely solutions. 

• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders. 
• Detail-oriented and highly organized, capable of managing multiple tasks and priorities effectively. 
• Experience in training end-users and creating system documentation is a plus. 
• Certifications in Zendesk or IT Service Management (ITIL) are desirable. 
• In-office Commitment: Employees are expected to contribute to our collaborative culture by working in the office four days weekly.

Responsibilities include, but are not limited to: 

• Zendesk System Maintenance: Maintain and administer the Zendesk platform, ensuring optimal performance and reliability. 
• Enhancements and Automations: Identify opportunities for enhancing Zendesk functionality, including automation, workflows, and integrations. Implement and optimize these enhancements to streamline processes and improve customer support efficiency. 
• Interface Optimization: Collaborate with cross-functional teams to improve Zendesk interfaces for both customers and support agents. Ensure that the user experience is intuitive and efficient. 
• Issue Resolution: Address and resolve Zendesk-related issues promptly, including troubleshooting technical problems, bug fixes, and performance optimization. 

• Training and Documentation: Provide training sessions and create comprehensive documentation to educate internal teams on Zendesk functionality, best practices, and usage guidelines. Ensure that staff are proficient in using Zendesk's full capabilities. 
• User Support: Offer ongoing support to Zendesk users, assisting with questions, problems, and inquiries. Serve as the go-to expert for all things Zendesk. 
• Data Analysis: Utilize Zendesk reporting and analytics tools to gather insights into customer support performance, identifying areas for improvement and making data-driven recommendations. 
• Security and Compliance: Maintain data security and compliance standards within the Zendesk environment, ensuring the protection of sensitive customer information. 
• Collaboration: Collaborate with other departments to align Zendesk with business objectives and to facilitate the implementation of custom solutions that meet specific needs. 

Diversity & Inclusion 

 At project44, we're designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world-class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We’re focused on creating a company where all team members can bring their authentic selves to work every day. 

We’re building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams, and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture. 

project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application! 

For any accommodation needed during the hiring process, please email   [email protected]. Even if you don’t meet 100% of the above job description you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements. 

More about project44 

Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continue to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we have created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.