Job Description

About the Role

As a Zendesk Administrator, your relentless pursuit of removing friction and improving internal/external customer experiences will help shape the experience of Ninja’s growing community. As the Zendesk Admin you will help to ensure a reliable and efficient workflow across multiple platforms in all regions. As a support operations subject matter expert , you are tasked with finding innovative solutions to solve emerging business problems through use and integration of our Zendesk and Salesforce platforms. You will implement and maintain the tools and technology used by our world-class Support team. In your role you are a critical contact point for the support team and for all departments. Thanks to you, the support team will be able to follow smooth team guidelines and effective collaboration across departments.

Location- Hybrid remote in Austin, TX or Tampa, FL

What You’ll be Doing

• Building and establishing data governance model between Support Systems (ZD-Jira-SF-Domo-etc) which includes but not limited to data sync/flow and report building.

• Increase self-service of customers (deflecting Support tickets) using systems, workflows, data to collaborate across teams (Product-Dev-Enablement)

• Creating and maintaining documentation on systems/technology as well as the integrations between these systems

• Serve as primary contact for Support Systems and collaborate with Support Leadership to create scalable processes in data collect and integration within Support Systems (ZD-Jira-Domo-SF-Support Tools)

• Identify optimization paths to existing processes and lead change management.  examples:

  • deflection of support tickets

  • display relevant data for technicians to become more self-sufficient.

  • design, implement and provide insight on notifications based on existing Jira integration to reduce status requests for tickets.

• Perform system updates and maintenance on existing ZD/SF integration and data flow.

• Whenever challenges appear, be able to evaluate the root cause of the issue and work to create an effective solution.

• Identify production errors and suggest solutions approved by IT and Sales Operations

• Work hand-in-hand with the Sales Operations team and with Support Leadership to communicate and implement new processes, evaluate tool-based escalations, perform updates and maintenance

• Be a critical point of contact for technical escalations from Account Management and Account Executives ensuring all customer data inquiries and issues are solved correctly and in a prompt and professional manner.

• Analyze results and quality assessments.

• Assist with training and onboarding of new support leadership in regards to the integration of the tools used by support.

• Own ensuring all questions and requests are timely responded to in the team Slack channel.

• Communicate clear instructions to team members as needed and help Support Leadership to reinforce existing guidelines towards other departments.

• Other duties as needed

About You 

• Strong knowledge of SaaS environments, networking, GDPR compliance.

• Experience with integration and technical aspects of key Support Systems

• Working experience with Zendesk, Salesforce, Salesloft, Domo

• Familiar with ETL tasks and data analytics.

• Skilled in troubleshooting including identifying issues and testing solutions.

• Knowledge of Jira is a plus.

• Knowledge of Windows, Mac and Linux is a plus.

• Strong interpersonal, written, and verbal communication skills, including the ability to communicate proper planning to team members with a sense of urgency, empathy, and courtesy.

• Passion for creating transformational experiences for employees.

• Comfortable working in a fast-paced environment

• Drive to help advance personal and team knowledge and quality of work.

• Strong organization and time-management skills

• Driven to develop team strengths and improve weaknesses.

• Bachelor’s degree or equivalent work experience preferred.

• 3+ years’ experience in IT

About Us 

NinjaOne is a leading unified IT management solution that simplifies the way IT teams work. With NinjaOne, MSPs and IT departments can automate, manage, and remediate all their endpoint management tasks within one fast, modern, intuitive platform, improving technician efficiency and user satisfaction. NinjaOne supports over 10,000 customers around the world and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past three years. 

What You’ll Love 

We are a collaborative, kind, and curious community. 

We honor your flexibility needs with full-time work that is hybrid remote.

We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.

We help you prepare for your financial future with our 401(k) plan.

We prioritize your work-life balance with our unlimited PTO.

We reward your work with opportunity for growth and advancement.