Vimeo Application Administrator III 

India, Karnataka, Bengaluru 

565563884

Level 3

Your Day-to-Day:

• Systems Health Maintain & Monitor:
• Proactively monitor and maintain the stability and functionality of Zendesk and other support tools.
• Perform both manual and automated testing, including regression and performance testing, to identify and address potential issues.
• Provide prompt and effective resolutions to technical issues and inquiries reported by support teams via various channels.

Operational Excellence

• Ensure adherence to standard operating procedures (SOPs) for Zendesk configuration and usage.
• Document processes, workflows, and system configurations using Confluence and/or our configuration workbook.
• Actively share knowledge within the team to promote a culture of continuous improvement.
• Collaborate with other teams (product, engineering) on Zendesk/other support tools enhancements and integrations.
• Troubleshoot and resolve complex Zendesk issues, escalating as needed.

Innovation:

• Stay current with Zendesk (and other support tools) updates, best practices, and industry trends to propose and implement platform and support processes enhancements.
• Identify and champion opportunities to improve customer experience, team efficiency, and individual growth.
• Explore and evaluate new features and technologies to optimize Zendesk's capabilities.

Domain knowledge and expertise:

• Serve as the in-house Zendesk/Support tools expert, providing training and support to all internal users (agents, managers, CSMs, AMs, etc.).
• Identify and advocate for necessary changes to address challenges and pain points within the Zendesk ecosystem.
• Maintain and expand Zendesk knowledge through continuous learning and participation in relevant certifications or training programs.