ID.me

  • Customer Support Operations/Zendesk Administrator

    Location : Location US-VA-McLean
    Member Support
  • Overview

    The Customer Support Operations/Zendesk Administrator will be responsible for the execution of day-to-day configuration, support, and maintenance of our Zendesk instance, as well as continuously improving the platform and other customer support tools to enable our growth. You will work closely with stakeholders in the customer support organization, as well as Marketing, Product and Engineering. Specifically, this role will be expected to have a broad understanding of customer support tools and Zendesk capabilities, change management, user management, data models, and most importantly - providing the best experience for our end-users. We are looking for someone who understands Zendesk and customer support operations, is committed to continuous improvement, is a very analytical and a creative problem solver, with a bias for action and has a relentless focus on getting things done. The Customer Support Operations/Zendesk Administrator will report to the Sales and Marketing Operations Manager.

     

    Responsibilities

    • Serve as the primary system administrator for the Zendesk environment with over 75 users
    • Handle all basic administrative functions including user account maintenance, company reports and dashboards, and workflows and other routine tasks
    • Assist in training of new users, and grow the Zendesk skill set across the organization
    • Design Zendesk to handle multi-tiered correspondence
    • Design and implement contact forms, including triggers conditional fields, etc.
    • Administer configuration, system integrations, and testing
    • Uphold strict and consistent standards of process documentation for distribution to internal support agents and the business
    • Troubleshoot support issues within Zendesk as they arise with detailed mitigation plans
    • Configure Zendesk agent views, reports and dashboards
    • Assist in updating, configuring, and managing customer support tools such as FAQs, Confluence, and training materials
    • Collaborate with Vice President of Customer Service to:
      • Define processes to establish and monitor key performance indicators
      • Evaluate NPS, Customer Satisfaction and other metrics to identify pain-points in order to proactively address customer needs

     

    Qualifications

    • 2+ years with direct Zendesk administration experience required
    • Strong understanding of the platform, with the ability to build custom apps and objects, custom fields, workflows, custom views, and other content of intermediate complexity
    • Comfortable independently managing multiple tasks simultaneously in a high-volume hiring environment
    • Excellent customer service skills, with an analytical mindset
    • Team player, excellent at building relationships within your team and across teams
    • Thrive in situations where you can think critically and anticipate issues before they arise, and proactively suggest big-picture solutions
    • Microsoft Excel and Google Suite experience highly preferred
    • Salesforce Marketing Cloud and/or Service Cloud experience a plus
    • Experience with Lean principles or other process improvement methodologies a plus
    • Zendesk certification a plus
    • Experience with integrations and connector apps a plus

     

     

    ID.me is a venture backed company in hyper-growth. We are adding about a new million users per month with more than 30,000 new users signing up per day. We have had negligible business customer churn since inception, and we almost always significantly upsell and cross-sell accounts after establishing a relationship.


    Our Mission:

    To make the world a more trusted place by enabling transparent and efficient interactions between people and organizations.

     

    Our Core Values:

    *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist, not a talking head. *Be truthful (even when it's hard). *Reflect ID.me's values in your actions. *If the rule prevents the right outcome, then break the rule.

     

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