Job Description

Zendesk Admin Specialist

YOUR NEXT JOB!

What we're all about:

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we're more than that. ? Our mission? To make IoT management a breeze for any device, anywhere. With over

15 million IoT subscriptions

active in

165 countries

and direct partnerships with

50+ mobile networks

, we connect you to more than

750 networks

worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA

, and we have an insatiable hunger to 'wow'! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT... a fancy acronym or a secret code?

The

Internet of Things (IoT)

is like the magical glue that keeps the world connected! ? From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere--even if you don't realize it. At

Wireless Logic

, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Join the Wireless Logic Adventure:

Role Overview:

We are looking for a full time Zendesk Admin Specialist will be responsible for end-to-end administration of Zendesk, including configuration, workflow optimization, user support, reporting, and platform development to accommodate complex products and services. This role involves daily administration, troubleshooting, user management, and ensuring the system aligns with business needs and best practices. Is ready for all new Products developed and launched. They also play a key role in training users, creating documentation, and analyzing data to drive CI improvements.

Your Daily Quest (Key Responsibilities):

Here's what their day-to-day adventure will look like - the bread-and-butter (or avocado on toast, whatever your preference):

Daily administration including but not limited to; managing a multiple user setup, profiles and roles, customization of forms, fields, views, workflows, email notifications, approval processes, reports and dashboards triggers and other business rules Design and run complex reports and dashboards and provide analytics on Customer Journey trends and KPI performance Setting up and managing service level agreements (SLAs) across the user base Support the implementation of new system roll outs, as well as all required maintenance and upgrades in addition to recommendations for process improvements Integrity of the data quality in Zendesk therefore will create and maintain thorough, up to date, SOPS and Working instructions to the IS9001 QMS standard. Troubleshoot and provide solutions with full deep dive and CI for technical issues and escalations Create a program of training for new and current users that ranges from self-serve to full certification Assist with data imports, exports and updates, utilizing Zendesk Explore/Analytics and other tools Grow stakeholder groups and drive engagement and feedback on current service and future support requirements for new products and campaigns. Inventing and then implementing CI activities and creating the collateral that will include, amongst others: communication plans, training and engagement materials, training needs analysis, go-live readiness plans and supporting the transition to BAU Operations teams Capture and prioritize related risks and issues through to resolution, mitigation or acceptance Staying up-to-date on Zendesk features and best practices and maintaining the certification required to operate as top tier admin. Ad hoc duties as required.

Skills:

Strong English verbal and written communication skills, with the ability to communicate effectively at all levels of the organization*

Excellent attention to details is essential*

Creative thinker and problem-solver, with the ability to translate ideas into actions and outcomes*

Skilled at using available data to baseline existing processes that support data driven decisions*

Ability to analyse performance of readiness against defined milestones and report on progress, flagging potential issues and proposing corrective action where needed.*

Experience of using Excel, PowerPoint and Word*

Experience:

---------------






2- 3 years of Zendesk Administrator experience with demonstration of strong knowledge and understanding of the platform*
Experience with integrations preferred*
Certifications including Zendesk Administrator strongly preferred*
Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex preferred but not required*
Familiarity with Zendesk REST API is a plus*
Strong data management analytical skills required*
Ability to meet deadlines, handle and prioritize simultaneous requests*
Strong understanding of Zendesk best practices and functionality*
Proven ability to design and implement new processes and facilitate user adoption*

Behaviours:

---------------



Performance under pressure against a deadline*
Gives and receives information clearly and concisely and encourage open dialogue by listening and engaging in debate as appropriate to create ownership and commitment within the Operations teams*
Excellent team player, personable and able to operate at all levels*
Must have the ability to work unsupervised and on own initiative*
Highly organised coupled with the ability to prioritise effectively*
Must be a completer finisher of tasks and actions*
Ability to thrive in a high pressure, fast paced work environment*

Why Come Work With Us?

Here's why we're confident you'll love being part of our team:


The chance to join a creative, entrepreneurial company where bold ideas are celebrated.*
Full training, ongoing support, and the tools to help you thrive and grow in your role.*
?? We're a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.*

Benefits Of Being Part Of The Team:

(UK Permanent)

25 days holiday Buy up to 5 days additional holiday Birthday Day off Enhanced Maternity/Paternity Leave Group Company Pension Scheme Private Medical Insurance Discounted Gym membership at over 3000 Gyms Dental cover Optical cover Company Sick Pay Scheme Cycle to work scheme Onsite parking Access to a variety of online discounts on major retailers Employee assistance program

Ok, I'm Interested, What's Next?

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

Tele Interview - Meet the people team*
1st Interview (Virtual) - Meet your manager*
2nd Stage (Face to Face)- Meet your peers*
Final Stage (Virtual / Face to Face)- Meet our leadership*


If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

How we work?

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.




Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world's diverse voices both internally and externally to ensure success in our mission.




By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us (

recruitment@wirelesslogic.com

) and we will respond to your query as soon as possible.