Zendesk Administrator

Job Description

Squarespace is looking for a Support Systems Administrator to maintain, configure, and optimize the tools, applications and processes used to service our customers every day. In this role, you will implement sustainable, scalable solutions for problems that impact our internal users, our customers, and the business. Through this, you will promote efficiency both internally and externally, and add value to how we support customers at Squarespace. This job is open to applicants in Portland and you will report to the Support Systems Manager within Customer Operations.

RESPONSIBILITIES

• Support Customer Operations tools (e.g. Zendesk) through:
• Evaluation and implementation of new tools, features, and apps
• Work with the Systems Admin team to own the maintenance of our tools, including system configuration and user provisioning
• Troubleshoot, diagnose and resolve bugs that impact internal users and external customers
• Improve and maintain customer-facing support interfaces, such as the Help Center, contact channels, and ticketing/live chat systems
• Take ownership of issues and requests that come in through the Service Desk by triaging, prioritizing, and assigning tasks to ensure timely resolution
• Communicate status updates through Jira on a regular basis, ensuring all stakeholders have the information they require when necessary
• Collaborate with other departments to ensure proper functionality of cross dependent tools
• Partner and coordinate with third-party vendors to resolve issues that cannot be resolved internally

QUALIFICATIONS

• 2+ years experience as an Administrator with Zendesk (Support, Chat, Talk, Guide) and Help Desk experience working with Customer Support teams
• Experience troubleshooting online software (SaaS)
• Experience in a technical field with sprint project and task management, methodologies and frameworks, and creating technical documentation
• Demonstrated ownership and a proven track record of owning a project’s success, proactively escalating where needed
• Strong knowledge and experience with RESTful API
• A strong working knowledge of software development best practices, including shared repository management using Git or an equivalent version-control tool
• Effective communication across a variety of channels in a fast growing environment
• Ability to understand and gauge impact for complex dependencies across multiple apps and workflows across an organization
• Experience with front-end development languages (HTML, CSS, JavaScript) is a plus

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 800 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

Perks

• Health insurance with 100% premium covered
• Flexible vacation & paid time off
• Up to 18 weeks of parental leave
• Equity plan
• 401(k) plan with employer match
• Free lunch and snacks
• Dog-friendly workplace
• Gender Affirmation Surgery
• Education reimbursement

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.