Employer: GitHub
The Role
Your role will be to help maintain, administer, and optimize our support processes by partnering with GitHub Support Operations and other department teams to transform their challenges into systems-driven solutions.
Previous hands-on experience in Zendesk application will be the key to success in this role.
This position is based in our San Francisco office and reports to the Director, Business Systems.
Responsibilities:
- Design Zendesk to handle multi-tiered correspondence and implement triggers, conditional fields, rules etc.
- Manage a queue of operational requests, prioritizing against evolving business priorities
- Troubleshoot and resolve any software performance issues, identify operational in-efficiencies and help improve or innovate new processes
- Maintain expert-level understanding of all Zendesk enhancements and releases
- Collaborate with other teams to ensure efficiency and cross functional alignment as we build and scale
- Support a culture of continuous improvement to continually raise the bar of execution
- Liaise with Zendesk helpdesk to resolve technical issues
Qualifications:
- 5+ years of system or application administration and 2+ years of Zendesk administration experience
- Working knowledge of developer tools including Zendesk APIs and apps framework.
- Proven Ability to understand business processes and translate business requirements into application functionality
- Excellent written and verbal communication
- Proven Ability to solve practical business problems
- Proven Project management, Change management, multitasking & prioritization skills
- Ability to balance attention to detail with expeditious execution in a fast-paced environment. Highest standards of accuracy and precision; extremely organized.
- Zendesk Support Administration Certification is a plus.
