Zendesk Administrator
Company Description
Are you ready to trade your job for a journey? Become a FlyMate!
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivaled. What more do we need to truly be unstoppable? Perhaps, that is you!
Who we are:
Flywire was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country—and made it his mission to solve them.
Today, Flywire has applied our high tech payments platform combined with our owned global payments network to expand and digitize the payment experience for over 3,000 education, healthcare, travel & B2B clients world-wide, processing more than $16B and covering more than 240 countries and territories globally. And, we’re just getting started!
With over 500 FlyMates distributed across 12 offices world-wide and representing more than 32 nationalities, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
Job Description
The Opportunity:
We, at Flywire, are seeking an experienced Zendesk Administrator - In this role, you will own Flywire’s Zendesk instance at all levels from agent support/training through to managing the relationship, renewals and the strategic planning of our Zendesk instances.
This role offers the exciting opportunity to not only streamline the implementation of existing functionality and processes but also explore additional Zendesk and 3rd party offerings to enhance end user and agent experience. You will be hands-on in all elements of tool configuration, troubleshooting and optimisation to further realise top-level support.
Key responsibilities:
- As a subject matter expert, you will critically evaluate Flywire’s existing utilisation of Zendesk, defining an optimisation strategy to improve the support we provide via the tool as well as drive agent satisfaction and efficiency
- You will be responsible for defining the strategic direction of Flywire’s Zendesk instance along with affiliated platforms, applications & integrations.
- As part of day-to-day maintenance, you will troubleshoot with users across Flywire on small to large scale process fixes/improvements
- Throughout all changes, you will be considerate of the impact to data collection and integrity ensuring that the data output from Zendesk to our BI tool is accurate and meaningful to a wider audience within Flywire
- You will monitor system performance and identify bugs/issues that may impact upon the integrity of Flywire’s Zendesk instances, troubleshooting performance issues through to their resolution
- Keep up-to-date with Zendesk enhancements across all of the different offerings e.g. Support, Talk, Messaging, Explore etc. Identify new/existing Zendesk or 3rd party functionality that compliments Flywire’s strategic objectives, presenting justification to gain Exec. level buy-in
- Project management of any implementation or initiative that drives Zendesk utilisation or improves end user experience
- You will coordinate the ongoing maintenance process of end user and agent support collateral through Guide, dynamic content, macros and other related content
- Be the gatekeeper of best practice. Take an active role in identifying knowledge gaps in an agent or groups usage of Zendesk, providing training where appropriate
- Manage Flywire’s relationship with Zendesk Support, Account Management and Professional Services
Qualifications
Here’s What We’re Looking For:
4+ years of Zendesk administration & integration experience, intimate knowledge including the followings but not limited to:
- Business rules & Workflow customisation (process design, automation, and optimisation)
- Help Center Setup (Guide) and customisation
- Zendesk Custom App / API development & integration;
- Zendesk multi-channel set-up / customisation;
- Channel integration & implementation (specifically Zendesk Talk and WeChat)
- Hands-on experience with Zendesk migrations (clean-up and migrate legacy Zendesk environment)
- Zendesk Reporting
Additional Experience Required:
- Experience with Zendesk SDK, RESTful APIs. Front-end development experience with HTML/CSS/Javascripts/JQuery expertise is required. “Zendesk Application Developer” certified or equivalent experience preferred
- Proven ability to solve complex problems in innovative ways and reverse engineer existing solutions
- Experience in project management, change management & delivering projects in scope and on time
- Experience with vendor relationship management (preferred)
- Proven ability to understand stakeholder needs and convert into practical business change
Additional Information
Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.