Department: Information Technology

Location: Bengaluru, Karnataka, India (Hybrid)

Why project44:

Our mission is to usher in a new era of trust and predictability to transportation and logistics, but there’s still a lot of work to be done. The industry is massive, as is the opportunity. We’re looking for bright, ambitious individuals to join our growing global team and help us enable a more productive and successful world. We’re changing the way the world ships, and we’re looking for you to help us get there!

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.

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.

About project44

Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continues to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we’ve 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.