Application Administrator III

1 Day ago • All levels

Job Summary

Job Description

As an Application Administrator III, you will maintain and optimize support tools, particularly Zendesk. Responsibilities include monitoring system health, resolving technical issues, and ensuring adherence to standard operating procedures. You will also collaborate with other teams on enhancements and integrations, troubleshoot complex issues, and stay current with industry trends. The role involves providing training, advocating for necessary changes, and expanding Zendesk knowledge. This role directly impacts the customer support experience. The candidate will be the go-to expert on the configuration, implementation, and troubleshooting of support tools, ensuring the platform seamlessly supports both customers and agents.

Must have:

Maintain and monitor the stability of Zendesk and other support tools
Provide prompt and effective resolutions to technical issues
Ensure adherence to standard operating procedures
Document processes, workflows, and system configurations
Collaborate with other teams on Zendesk enhancements

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

confluence

innovation

performance-testing

automated-testing

problem-solving

Job Details

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.

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.