Technical Operations Analyst (Global)

About the Role:

The Technical Operations Administrator is a pivotal member of our CRM team, focusing primarily on managing and optimizing our Zendesk CRM system. You will play a key role in ensuring the CRM system is seamlessly integrated and fully functional, meeting the complex needs of various user groups within the organization. This position requires a proactive approach, with a strong emphasis on self-sufficiency and problem-solving abilities. While proficiency in Python and SQL is advantageous, it is not mandatory. However, experience in managing Zendesk instances, including setting up triggers, automations, and generating detailed reports in Explore is essential. Familiarity with Zapier for automations and AWS is highly regarded.

• Administer and oversee the technical aspects of our Zendesk CRM to ensure optimal performance and user satisfaction.
• Develop and maintain automations, chat flows, and triggers to enhance user interactions and operational efficiency within Zendesk.
• Generate and analyze reports using Zendesk Explore to track customer interactions and support metrics, ensuring data-driven decision-making processes.
• Collaborate closely with internal stakeholders to identify their CRM needs and tailor the system to enhance user experience and productivity.
• Proactively troubleshoot and resolve issues within the CRM system, demonstrating a high level of independence and initiative in overcoming obstacles.
• Manage the integration of CRM with other systems using Zapier and ensure these integrations meet business requirements.
• Assist in the deployment and management of CRM-related projects, including the evaluation and implementation of new CRM features and capabilities.
• Maintain up-to-date documentation of CRM configurations, processes, and training materials for end users.
• Coordinate with IT and cybersecurity teams to ensure that the CRM system complies with all security protocols and data protection guidelines.
• Continuously explore new CRM technologies and updates, recommending improvements to enhance system functionality and user experience.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; additional certifications in CRM administration or related areas are a plus.
• Demonstrated experience in CRM administration, specifically with Zendesk, including expertise in managing triggers, automations, and reporting.
• Good understanding of scripting languages (Python, SQL) for data manipulation and workflow automation is preferred but not required.
• Strong problem-solving skills and the ability to navigate complex challenges independently.
• Knowledge of AWS cloud services and their application in business environments is beneficial.
• Excellent communication skills, capable of effectively conveying technical guidance and instructions to non-technical stakeholders.
• Keen attention to detail with a commitment to high standards of data integrity and operational reliability.
• Ability to work autonomously and within a team, effectively managing time and prioritizing tasks to meet deadlines and organizational objectives.
• A continual learner, eager to stay informed on industry trends and emerging technologies relevant to CRM administration and technical operations.

This role is designed for a dynamic individual who thrives in solving complex problems and is committed to enhancing our CRM capabilities to support our organization's growth and efficiency.

System Requirements

• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position.