What are the responsibilities and job description for the Zendesk Administrator position at Gifthealth?
About Gifthealth:
Gifthealth is on a mission to bring an easier, more affordable pharmacy experience to patients and providers around the country. In less than a year, we have served thousands of patients and are expanding nationally at a rapid pace. Health is our most precious gift. And our team believes it should be a priority, not a privilege. We are Gifthealth.
Position Overview:
As a Zendesk Administrator, you will be responsible for the day-to-day management and optimization of the Zendesk platform. You will work closely with cross-functional teams, ensuring that the system is configured and maintained to support our customer service goals efficiently. Your expertise will help improve the customer experience by enhancing workflows, automating tasks, and troubleshooting any issues that arise.
Key Responsibilities:
- Administer and configure Zendesk to ensure optimal functionality across all departments.
Manage user roles, permissions, and security settings within Zendesk. - Develop, implement, and maintain workflows, automation, triggers, and macros to enhance support efficiency.
- Monitor system performance, resolve technical issues, and perform system updates as necessary.
- Collaborate with the customer support team to design and refine ticketing processes and reporting.
- Provide training and support to Zendesk users to maximize platform utilization.
- Create and maintain knowledge base articles, ensuring accurate and up-to-date information is available for both customers and support agents.
- Generate and analyze reports and metrics to track system performance, user activity, and overall customer satisfaction.
- Troubleshoot integration issues between Zendesk and other tools and platforms.
Qualifications:
- Proven experience as a Zendesk Administrator or in a similar role, with a deep understanding of Zendesk functionality.
- Strong experience in configuring, customizing, and managing Zendesk Support, Zendesk Guide, and Zendesk Chat.
- Knowledge of Zendesk API, macros, triggers, and automations.
- Excellent problem-solving skills and attention to detail.
- Ability to train and support teams on Zendesk best practices and workflows.
- Strong communication skills, both written and verbal, to effectively interact with internal teams and external stakeholders.
- Familiarity with other support tools and integrations (CRM, ticketing systems, etc.) is a plus.
- Ability to work independently and in a team-oriented environment.
Preferred Qualifications:
- Zendesk Administrator certification.
- Experience with data analysis and reporting tools.
- Knowledge of ITIL or similar frameworks for service management.
Physical Requirements:
- Ability to stand or walk for extended periods.
- Comfort with working in a pharmacy and warehouse setting, including exposure to various environmental conditions (temperature, noise, etc.).
Our Offer To Ensure You Choose Gifthealth:
- Competitive salary and a comprehensive benefits package, including healthcare, dental, and vision insurance.
- Retirement savings plan (401k) with company match.
- Generous paid time off.
- Continuous professional development opportunities in a supportive and innovative work environment.
- A chance to be at the forefront of transforming pharmacy education and directly impacting patient care.
Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join us in transforming healthcare and making a difference in people's lives. Apply today!
