Zendesk Platform Optimization Specialist

il y a 1 semaine


Paris, Île-de-France Contentsquare Temps plein

Company Overview
Contentsquare is a fast-growing company that operates with the agility of a startup while maintaining a track record of success over the past 12 years.

We're humans first and hire dedicated people who are given the trust, resources, and flexibility to get the job done. We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits.

About the Job

As a Zendesk Administrator at Contentsquare, you will be an essential member of the Customer Success and Support Operations teams, responsible for customizing and managing our Zendesk environment to deliver seamless support experiences. You will work closely with cross-functional teams to understand business needs and ensure the effective configuration, automation, and optimization of the platform.

You will develop workflows, set up system integrations, deliver reports, and implement best practices to help our customer support team work more efficiently. Additionally, you'll manage roles and permissions, monitor system performance, and proactively identify opportunities for improvement, keeping our Zendesk environment aligned with evolving business needs.

Your Responsibilities

  • Customize and configure Zendesk according to business requirements, including ticket workflows, macros, triggers, automations, and system integrations
  • Oversight of user access, management of roles, and enforcement of permission policies to maintain system security and efficiency
  • Setup and maintenance of integrations between Zendesk and other business tools (e.g., Zendesk API, Salesforce, CRM platforms) to ensure data flows seamlessly across systems
  • Creation and maintenance of performance dashboards, analysis of KPIs, and delivery of insights to enhance operational efficiency
  • Providing ongoing support to agents and administrators by resolving issues, implementing customization requests, and ensuring best practices are followed
  • Continuously evaluating the system to identify areas for improvement, proposing and implementing new workflows or automations that streamline operations
  • Development and conduct of training sessions for new users on the system and creation/maintenance of system documentation to ensure consistent usage and adoption
  • Maintenance of data integrity within Zendesk, monitoring for issues, and maintaining accurate information across all support-related records

What You Need to Succeed

  • Experience of 3+ years as a Zendesk Administrator
  • Experience with Zendesk Support, Chat, Guide, and Explore
  • 1-5 years of experience, with a good knowledge of the SaaS business model and KPIs
  • Bachelor's degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science)

Benefits

As a member of our team, you can expect competitive compensation, estimated at around $95,000 per year, based on market rates and location. Furthermore, we offer a range of benefits, including career development opportunities, mentorship, social events, philanthropic activities, and competitive benefits.

Why Choose Contentsquare?

At Contentsquare, we prioritize equality and fairness in the workplace. We are an equal-opportunity employer and welcome applications from diverse candidates. Your personal data is used by Contentsquare for recruitment purposes only and will be securely stored in our hosting provider's data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.



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