Position: Application Administrator III
Location/Region: APAC
Level: Level 3

Summary:
As an Application Administrator III in the Systems & Technology team within CSSE, you will be a technical individual contributor responsible for maintaining and optimizing our Support tools. You will be the go-to expert on our Support tools (Zendesk in particular) configuration, implementation, and troubleshooting, ensuring the platform seamlessly supports both our customers and agents. This role directly impacts the customer support experience, making it a critical part of our overall customer satisfaction strategy. 

​​In this position, your primary focus will be on ensuring the stability and enhancement of our support tools while driving innovation to improve the experiences of customers and agents directly. 

    Your Day-to-Day:

• Systems Health Maintain & Monitor:
• Proactively monitor and maintain the stability and functionality of Zendesk and other support tools.
• Perform both manual and automated testing, including regression and performance testing, to identify and address potential issues.
• Provide prompt and effective resolutions to technical issues and inquiries reported by support teams via various channels.

Operational Excellence

• Ensure adherence to standard operating procedures (SOPs) for Zendesk configuration and usage.
• Document processes, workflows, and system configurations using Confluence and/or our configuration workbook.
• Actively share knowledge within the team to promote a culture of continuous improvement.
• Collaborate with other teams (product, engineering) on Zendesk/other support tools enhancements and integrations.
• Troubleshoot and resolve complex Zendesk issues, escalating as needed.

Innovation:

• Stay current with Zendesk (and other support tools) updates, best practices, and industry trends to propose and implement platform and support processes enhancements.
• Identify and champion opportunities to improve customer experience, team efficiency, and individual growth.
• Explore and evaluate new features and technologies to optimize Zendesk's capabilities.

Domain knowledge and expertise:

•  Serve as the in-house Zendesk/Support tools expert, providing training and support to all internal users (agents, managers, CSMs, AMs, etc.).
• Identify and advocate for necessary changes to address challenges and pain points within the Zendesk ecosystem.
• Maintain and expand Zendesk knowledge through continuous learning and participation in relevant certifications or training programs.