Certified Zendesk Administrator

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re hiring a Certified Zendesk Administrator for a hybrid opportunity in Los Angeles, California. This is a 6- to 12-month contract position with potential for extension.

Join our client's team as a Certified Zendesk Administrator, where you'll play a pivotal role in enhancing the efficiency and effectiveness of player support operations. Your expertise will be crucial in managing and optimizing the technology ecosystem that supports our client's player support services. Collaborate with product and engineering teams, external vendors, and partners to deliver innovative solutions that elevate the player experience.

Onward Search provides benefits for a 40-hour work week and weekly paychecks (W2) for the duration of the contract.

There is no application deadline for this role.

Responsibilities:

• Lead the configuration, customization, and maintenance of support tools, including CRMs, knowledge management systems, and internal applications. Ensure seamless integration and optimal performance.
• Manage application licenses and subscriptions for cost-effectiveness. Oversee vendor relationships, ensuring service delivery aligns with our client's needs and feedback is integrated into vendor roadmaps.
• Develop and implement strategic plans for tooling and vendor management. Collaborate with cross-functional teams to enhance player support processes and agent efficiency.
• Ensure all third-party configurations meet security and compliance standards, including data protection regulations.
• Provide guidance and support to a team of partner tooling administrators, fostering growth and goal achievement.

Qualifications:

• Minimum of 5 years in CRM Application Administration (e.g., Zendesk, Salesforce).
• Zendesk certified
• Expertise in customer service technology platforms, including CRM, CMS, and QA systems.
• Bachelor's degree in a related field or equivalent experience.
• Proven skills in configuration, automation, and reporting within customer service platforms.
• Experience leading CRM migration projects.
• Strong problem-solving abilities and attention to detail.
• Excellent communication and collaboration skills.
• Understanding of global data security and compliance standards.
• Programming skills (preferred).
• Familiarity with Slack Workflows (preferred).
• Knowledge of the ITIL Framework (preferred).

Perks & Benefits:

• Medical, Dental, and Vision Insurance.
• Life Insurance.
• 401(k) Program.
• Commuter Benefit.
• eLearning & Ongoing Training.
• Education Reimbursement.

*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.