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Community Support, Operations Lead & Zendesk Admin

Job Id : 4346

Jobtitle : Community Support, Operations Lead & Zendesk Admin

Location : New York, NY

Company Name : Verizon Media

Industry : Information Technology

Salary : $55,000 - $95,000  YEAR

Job type : Fulltime

Posted on: 2019-08-21

Required Skills : PHP, Github, Community Support, Operations Lead & Zendesk Admin

Benefits : No benefits are available

What you’ll do:

  • Set up and maintain our technical Zendesk operation for support tickets, help center articles, and data dashboards. Collaborate with engineering on implementation, strategy and tracking for automated solutions and account-wide changes to help increase our impact against our KPIs. This includes setting up dashboards, queues, views, and automation.

  • Stay updated on technology trends in the customer support industry and propose how we can best utilize these technologies. You’ll serve as the point person to our existing 3rd party support software companies.

  • Manage our social listening tools and compile insights across the user experience. Propose initiatives to support our voice of the customer efforts. 

  • Support initiatives across Tumblr by pulling support data and providing analysis. Set up and maintain data dashboards that measure our KPIs, agent impact and user trends across the user experience, through a variety of tools.

  • Improve our existing processes to drive greater efficiency and support quality. Conduct operational post mortems, feedback sessions, and training. Use data to diagnose areas for improvement.

  • Advise on trends in our ticket queue and changes to the product with CMS optimizations that leverage tag, triggers, and other automation.

  • Track and manage initiatives to improve CSAT.

What we’re looking for:

  • At least 4 years of experience in a role as Zendesk (or similar) admin or Systems Engineer. Experience implementing and managing holistic customer experience tracking with tools like Lithium, Clarabridge, BrandWatch.

  • Have experience as a support agent or a thorough understanding of the expectations and challenges of agent roles and how operations can help improve that.

  • Be curious and able to answer questions with data.

  • Be self-directed and focused on driving solutions to problems proactively.

  • Be a team player, and have collaboration be part of your thought process with any project.

  • Be a clear communicator, able to synthesize the complexity of our systems into effective training for the team.

  • Have a demonstrated acumen for setting up technical systems and an understanding of basic use of HTML, CSS, API calls and authentication, PHP, Github, JIRA, Confluence, and SQL based languages.

  • The temperament to work in a fast-paced, quickly-changing environment.

Bonus Points

  • Experience using hive and SQL to pull data.

  • Project management experience with agile methodologies.

  • A thorough understanding of our features and community. If you’re active in online communities (and we hope you are) we’d love to know more about what you do and where.

Community Support, Operations Lead & Zendesk Administrator

Tumblr launched in 2007 with the belief that people need a place to say what they want, be who they want, and connect over what they love. We continue to build out Tumblr as a platform for free expression, individuality, and human connection. That’s why we need smart, humble, funny people to keep Tumblr growing. 

Our Community Support Team is looking for a seasoned Zendesk administrator to join our support leadership, using their operational expertise to help improve the Tumblr user experience. You will work closely with support managers and strategy leads to manage and optimize our support operations – from managing all aspects of our CRM to bringing the user experience to life through data-centric reporting and on-going analysis of support trends across channels. You’ll help define the workflows and tactics that help us meet the needs of our community effectively and to tell their story internally. You should be a technically-savvy, detail-oriented problem solver, who brings a can-do attitude to this can-do workplace. This is a full-time position that works from our headquarters in New York City.

Verizon Media is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Verizon Media is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please email [email protected] or call 408-336-1409. Emails/calls received for non-disability related issues, such as following up on an application, will not receive a response.

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