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Platform Manager - Zendesk

2 hours, 13 minutes ago
United States
Full-time
Mid Level
Operations Manager
Customer and Technical Support
CRM
Apply Now
DSI

DSI

DSI offers a comprehensive application designed for order entry and reporting, aimed at enhancing business efficiency and success through live sales support, exceptional field sales management, and specialized event assistance.

Retailing
251-1K
Founded 1984
View All Jobs 10

Description

  • Serve as the primary owner and administrator of the Zendesk platform.
  • Configure and maintain ticket forms, routing, triggers, automations, SLAs, and business rules.
  • Manage user roles, permissions, groups, and platform security governance.
  • Partner with Sales, Operations, and Support leaders to translate business needs into scalable system solutions.
  • Optimize workflows to improve response times, resolution rates, and agent efficiency.
  • Develop dashboards, views, and operational reports to improve performance visibility.
  • Collaborate with Business Intelligence teams to ensure accurate data ingestion and reporting integrity.
  • Oversee integrations with CRM, telephony, knowledge base, and related enterprise systems.
  • Evaluate new Zendesk features, apps, and enhancements to support platform evolution.
  • Provide Tier 2/3 support for escalations and coordinate with Zendesk or vendor partners as needed.

Requirements

  • 3+ years of hands-on experience administering Zendesk in an enterprise environment.
  • Strong understanding of ticketing workflows, routing logic, automations, and SLA management.
  • Experience designing scalable system configurations to support operational growth.
  • Proven ability to partner with cross-functional business and technical stakeholders.
  • Strong analytical skills with experience building dashboards and performance reporting.
  • Experience managing integrations with CRM, telephony, or knowledge base systems.
  • Excellent written and verbal communication skills.
  • Zendesk Administrator Certification is preferred.
  • Background in Customer Support Operations, Sales Operations, or IT Systems Management is preferred.
  • Familiarity with API integrations or middleware tools is preferred.
  • Experience supporting multi-team or multi-department Zendesk environments is preferred.

Benefits

  • Medical, Dental, Vision, and Life insurance available on the first day of the month following your first day of employment.
  • 401(k) 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 with preference for internal promotion.

Interested in this position?

Apply directly on the company website

Apply Now

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