IT training role focusing on customer support and technical assistance. Join a motivated team, learning modern IT solutions while working primarily remotely in Germany.
About the role
- Business Systems Analyst enhancing customer support processes via Zendesk in a collaborative environment. Transforming customer experiences through automation and strategic development.
Responsibilities
- Be a major team contributor on our team of Zendesk wizards
- Partner with multiple business partners throughout the company to gather, refine, and translate needs into clear, actionable goals and requirements; from small enhancements to cross functional projects.
- Understand the Support team’s tickets’ lifecycles and related workflows.
- Be the point person who triages our system team’s backlog with a keen eye on both “keep the lights on” activities and enhancements with strategic alignment and impact, building and maintaining an actionable roadmap.
- Configure, automate, and optimize Zendesk to meet business needs and deliver magical experiences both as a hands-on admin and as a team member who can rally with our other Zendesk experts to deliver results.
- Communicate progress, wins, and challenges clearly to stakeholders at every level.
- Design thoughtful, end-to-end solutions with customer experience (internal and external) front and center.
- Participate in existing feedback loops to align execution with real-world needs.
- Navigate competing priorities and stakeholder expectations.
Requirements
- 5-7 years as a BSA, with 3+ years of hands-on experience as an admin in a highly customized, high-volume Zendesk environment (Support, Guide, QA, and more).
- Fluent in Zendesk objects (Forms, Fields, Triggers, Automations, APIs, etc.) and comfortable diving into configurations, workflows, and integrations.
- Proficient at translating complex requirements into bite-sized, actionable deliverables.
- Experience working with cross-functional teams and communicating with both techies and non-techies.
- Comfortable building relationships and thriving in a remote-first environment.
- Nice-to-have: familiarity with Salesforce, PagerDuty, SendSafely, GitHub (Guide themes/homegrown apps), Jira, Confluence, Big Query/Tableau, GCP, and Workato. Bonus points if you know some SQL.
Benefits
- Belonging isn’t a perk here. It’s the baseline.
- Equal opportunity workplace.
- We work across time zones and backgrounds, knowing the best ideas come from different perspectives.
- Space for everyone to lead, grow, and challenge what’s possible.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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