Zendesk Administrator (CRM Specialist)

Peak Support is a rapidly growing services provider offering a wide range of services such as customer support, sales operations and business process outsourcing to high-growth companies. Our headquarters is in Cambridge, Massachusetts with delivery teams across the Philippines, Colombia, Europe, and India.

Our mission is to empower our team to innovate and deliver beyond expectations, and we’re currently looking for a CRM Specialist to champion this mission and grow with us!

We are seeking an experienced CRM Specialist to join our dynamic and growing team. As a CRM Specialist, you will be responsible for the administration, maintenance, and optimization of our multi-tenant Zendesk platforms, as well as others such as Gorgias, Salesforce and HubSpot, ensuring it runs smoothly and efficiently. You will work closely with different departments and clients to understand their needs and provide solutions to meet their requirements.

In this role, you will:

* Manage and maintain the Zendesk platform, including setting up and customizing the platform to meet the needs of different departments
* Ensure high availability and performance of the platform by performing regular checks and troubleshooting any issues that arise
* Collaborate with different departments to understand their requirements and provide solutions using Zendesk features
Implement new features and functionalities as needed
* Ensure data security and privacy by following best practices for data management and implementing necessary security measures
* Provide training and support to end-users as needed
* Stay up-to-date with new Zendesk releases and industry best practices

We are looking for a CRM Specialist who has:

* 3+ years of experience in a similar role
* 1-3+ years advanced knowledge of developer tools including Zendesk SDK and API Associate
* Strong understanding of Zendesk platform and its features
* Experience with Zendesk administration, customization, and integration
* Strong problem-solving and analytical skills
* Excellent communication and interpersonal skills
* Experience with APIs and scripting languages is a plus
* Zendesk certifications (preferred)
* Worked within a BPO, or multi-tenant Zendesk environment, a plus
* Experience with Zendesk Talk and/or integration with other omnichannel CX platforms a plus
* Experience with other CRM solutions (preferred)

What we offer:

Full time, permanent employment opportunity
100% Remote work set-up
Competitive compensation & benefits package
Chance to be part of an awesome team!

Requirements

Technical requirements:

Internet speed upload & download: at least 10mbps
Device requirements (laptop or desktop)
CPU? : Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better or Apple M1, Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better.
8GB RAM
Windows 10 (64-bit) or better; or MacOS 12 (Monterey) or better
Genuine Windows version
With active virus protection