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This role is all about being the Zendesk expert for our English Assessment teams. You'll be the driving force behind a seamless and scalable support experience, making it easier for both customers and internal teams to get help., We're seeking a Zendesk Administrator to be the driving force behind our customer support operations. In this pivotal role, you'll design, optimize, and maintain English Zendesk platform, ensuring seamless and efficient workflows for both our customers and internal teams. Your expertise will be crucial in automating processes, managing new feature deployments, and continuously enhancing our support tools to keep pace with our expanding customer base and product offerings. You'll also play a key role in incident management and user training, making sure our support infrastructure is robust and our teams are empowered.
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including: * 28 days annual leave plus bank holidays * Private medical and Permanent Health Insurance * Discretionary annual bonus * Group personal pension scheme * Life assurance up to 4 x annual salary * Green travel schemes
You will be a Zendesk expert with a proven ability to design, implement, and maintain complex workflows, automations, and integrations. You must possess essential knowledge and experience within the English Assessment area to ensure a good fit for this role. Additionally, you must also have: * Deep knowledge and hands-on experience with Zendesk Support configuration and administration, including ticket workflow design, business rules (automations, triggers, views, macros), and customisation. * Ability to manage new feature deployments, internal testing, and roll-out of changes across teams * Experience with third-party system integrations and a solid understanding of how to implement and automate workflows across systems. The below would also be highly desirable: * Experience in incident management processes, including detection, reporting, analysis, and mitigation * A continuous improvement mindset, constantly seeking ways to enhance the Zendesk platform and related customer support tools. * Proactive and adaptable, capable of handling diverse administrative functions and contributing to the growth of Zendesk skills across the team.