Genesys Administrator providing technical support for the Genesys Cloud platform. Collaborating with IT and training operations teams to enhance user experience in a remote job.
About the role
- Zendesk Administrator managing support platform configurations at Snap. Collaborating with cross-functional teams to enhance support operations and ensure compliance with legal regulations.
Responsibilities
- Configure and maintain Zendesk Support, Knowledge, Chat, and Talk instances to align with business and operational requirements
- Create and manage user roles, groups, triggers, automations, macros, and workflows to streamline support operations
- Integrate Zendesk with third-party applications and internal enterprise systems to enable seamless data exchange and automation
- Implement and manage CI/CD pipelines for Zendesk code deployments, ensuring full compliance with Snap’s engineering standards
- Design and maintain custom dashboards and analytics in Zendesk Explore or Looker to track KPIs and performance metrics
- Collaborate with Legal, Security, and Law Enforcement teams to ensure regulatory compliance (e.g., GDPR, CCPA, and regional privacy laws)
- Manage sandbox environments, conduct testing, and coordinate production releases with strong change management practices
- Conduct regular audits of configurations, permissions, and workflows to maintain data integrity and compliance
- Develop and maintain documentation for workflows, configurations, and system changes
- Provide front-line administrative and technical support for Zendesk-related issues
- Continuously identify and implement improvements to enhance efficiency, scalability, and the overall user experience
Requirements
- BS/BA in Information Systems, Computer Science, or a related technical field, or equivalent experience
- 3+ years of experience administering and configuring Zendesk (Enterprise experience preferred)
- Strong knowledge of Zendesk API, JSON, REST integrations, and scripting fundamentals
- Experience managing enterprise-scale Zendesk instances and multi-environment deployments
Benefits
- Paid parental leave
- Comprehensive medical coverage
- Emotional and mental health support programs
- Compensation packages that let you share in Snap’s long-term success
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