Job Description
Zendesk Administrator
Remote
Age of Learning, Inc. Customer Support /
Full Time /
Remote
CompanyOverview:
Age of Learningis the leading education technology innovator, creating engaging and effective learning resources to help children build a strong foundation for academic success and a lifelong love of learning. Our research-based digital education programs have proven efficacy in increasing childrens learning gains, and our curriculum is developed by an experienced team of education experts. Age of Learnings flagship product,ABCmouse.comEarly Learning Academy, is an award-winning comprehensive curriculum for children. Adventure Academy, a massively multiplayer online game (MMO), provides elementary-and middle-school-age learners the opportunity to build critical knowledge in language, arts, math, science, social studies, and more in a fun and safe virtual world. The companys School Solutions Programs includeMy Math Academy, an adaptive, personalized program that helps students master foundational math concepts, andMy Reading Academy,which helps young learners become fluent readers and build a foundation for reading comprehension and literacy. With over 10 billion learning activities completed by more than 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visitwww.AgeofLearning.com.
Summary:
We are seeking an experienced Zendesk Administrator to join the Age of Learning team. You will help us build and maintain the digital customer journey through our existing Zendesk configuration, as well as assist with AI-driven solutions using our existing standards and conventions.
Responsibilities:
- Maintain and manage the existing Zendesk configuration for all products.
- Design, develop, and implement new configurations and customizations for Zendesk including leveraging third party apps and chatbot AI platforms to streamline operations and optimize customer satisfaction.
- Collaborate with cross-functional teams, including product development, engineering, and marketing to ensure that customer needs are met or exceeded through the Zendesk platform.
- Assist with development of the digital customer journey, and empowering customers with AI-enhanced self-service.
- Assist with the monitoring and analyzing of Zendesk metrics and Key Performance Indicators to identify trends, areas for improvement, and optimize the customer experience.
- Leverage APIs and AI technologies to lead the design and implementation of methods and processes to drive operational excellence throughout our digital customer care experience.
- Track and drive prioritized Zendesk configuration changes.
- Identify, diagnose, and resolve issues that arise with CX tooling systems.
- Maintain up-to-date process documentation for Zendesk.
- Develop and implement strategies for managing service delivery incidents and communicating effectively with customers during downtime or service interruptions.
- Work with technical teams to ensure the reliability of our service delivery platforms.
Required Qualifications:
- 3+ years of Zendesk administrator experience with in-depth knowledge of Support, Guide, and Explore including API/App integration and creating Explore dashboards to tell a story very clearly with KPIs.
- Ability to communicate vision, strategy, and statuses of projects to leadership.
- Ability to translate business requirements into technical deliverables.
- Proven ability to deal with ambiguity in a rapidly changing business environment.
- Ability to root cause and solve complex user issues within Zendesk.
- SaaS industry experience.
- Experience with AI bot configuration preferred.
- Experience with Zendesk Theme customization preferred.