Zendesk Administrator/Engineer
Peloton’s Enterprise Technology Organization is seeking an experienced Zendesk Engineer. You will be responsible for the execution of day-to-day configuration, support, and maintenance of our Zendesk instance, as well as continuously improving the platform and other customer support tools to enable our growth. You will work closely with internal stakeholders and business analysts. Specifically, this role will be expected to have a broad understanding of customer support tools and Zendesk capabilities, change management, user management, data models, and most importantly - providing the best experience for our end-users. We are looking for someone who understands Zendesk and customer support operations, is committed to continuous improvement, is a very analytical and a creative problem solver, with a bias for action and has a relentless focus on getting things done. The Customer Support Operations/Zendesk Administrator will report to the Manager, Member Support Technology.
Responsibilities:
- Gathering and prioritizing change requirements for the system
- Managing the internal testing and rollout of changes across all teams
- Performing hands-on implementation of day-to-day changes
- Reviewing and tuning workflows in Zendesk
- Periodically audit agent permissions and ensuring access is appropriate
- Being the interface to Zendesk on
- Feature requests / problem statements
- Issue escalation
- Reporting
- Ability to translate business requirements into Key Performance Indicators
- Ability to comprehend a complex data model and develop custom reports for Executive consumption
- API Experience
- Ability to utilize API endpoints to develop integrations and business applications
- Knowledge of Web technologies, session management, object relational mapping, object caching, JavaScript[3] , CSS, HTML, XML, JSON and RESTful web services
- Focus on developing elegant solutions to complex problems with the ability to present ideas, expectations and information in a concise, well-organized way to others
Basic Job Requirements:
- 3+ years with direct Zendesk administration experience required
- Zendesk certification a plus
- Strong understanding of the Zendesk platform, with the ability to build custom apps and custom objects, custom fields, workflows, custom views, and other content of intermediate complexity
- Knowledge of customer support processes in a multi-national, multi-lingual support environment
- Analytical with a keen desire to improve business processes and performance
- Understanding of business processes and ability to translate business requirements into application functionality
- Strong technical aptitude
- Experience with systems integration and application development
- OMS platform experience ideal; SAP S/4Hana experience a plus
ABOUT PELOTON:
Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, and streaming technology, we create digital fitness and wellness content and products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here.
“Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce and inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice and inequity in our world, and to promote health and wellbeing for all, from the inside out.
Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.