Zendesk Administrator/Engineer at Peloton

| Greater NYC Area
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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • React NativeLanguages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • LookerAnalytics
    • TableauAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM

Location

In the heart of Chelsea, and not too far from our studios, the Peloton office is in a very easy location to get to from anywhere in the city!

What are Peloton Perks + Benefits

Peloton Benefits Overview

At Peloton, we do not subscribe to a one-size-fits-all approach - our workforce is diverse, so our benefits must be, too. Our goal is to enable our team members to be their best, most authentic selves while providing inclusive benefits to them and their families in the moments that matter most. Peloton is proud to offer comprehensive health care, mental health benefits, childcare solutions, generous paternal leave, equity packages, and more to all full time team members. In the United States, we are proud to have recently extended our medicinal benefits offering to portions of our part-time populations at certain threshold of hours. All team members are eligible for a referral bonus plan, pre-paid legal assistance, product & appear discounts, and complimentary access to the Peloton digital app.

Culture
Volunteer in local community
Peloton offers paid Volunteer Time Off to enable and empower our team members to volunteer for causes that positively impact their communities.
Partners with Nonprofits
Peloton has donated funds to organizations across a variety of causes, inclusive of Hunger Relief Efforts, Civil Rights Groups, and more.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Diversity Employee Resource Groups
Peloton Employee Resources Groups are employee-led groups that foster a diverse and inclusive workplace aligned with Peloton's organizational mission, values, goals, business practices, & overall D&1
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Peloton employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $10000 monthly maximum payout.
Dental Benefits
Peloton's dental plan covers up to $3000 of expenses.
Vision Benefits
Health Insurance Benefits
Peloton covers up to 90% of premiums for high deductible health plans.
Life Insurance
Peloton's Life Insurance is equal to 2 times an employee's annual salary with a minimum coverage of $100,000.
Pet Insurance
Pet insurance is a voluntary employee-paid benefit.
Wellness Programs
Onsite Gym
Team workouts
Peloton team members have free access to the Peloton digital product and can take workouts anytime!
Mental Health Benefits
Peloton partners with Lyra to provide mental health benefits to all employees, with 25 free sessions per year.
Retirement & Stock Options Benefits
401(K)
In addition to benefits that provide security for you today, you can make saving for the future easy with a 401(k) plan that allows you to save a portion of your salary towards retirement.
401(K) Matching
Peloton provides employees with a 401(K) matching plan managed by ADP. We match 100% of contributions up to 4% of an employee's annual gross pay.
Company Equity
Employee Stock Purchase Plan
Our Employee Stock Purchase Plan (ESPP) is an optional program that allows eligible team members to use payroll deductions to purchase Peloton stock twice a year at a discount.
Child Care & Parental Leave Benefits
Child Care Benefits
Peloton partners with Bright Horizons and Urban Sitters for Backup child care assistance. Subsidized child care & family care.
Generous Parental Leave
Parental Leave is a Company-Paid benefit which will pay your salary following the birth, adoption, or placement of a child. Up to 18 weeks total.
Remote Work Program
Peloton's remote work program allows Team Members to work from home on occasion, as needed for them.
Family Medical Leave
Peloton provides eligible team members with up to 12 weeks of unpaid, job-protected leave per year.
Adoption Assistance
Peloton reimburses for eligible adoption expenses and 18 week of paid leave.
Vacation & Time Off Benefits
Generous PTO
Hourly team members receive between 10 to 20 days per year of paid time off based on years of service.
Paid Volunteer Time
Peloton employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Team Members receive 48 hours of sick time up front.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Peloton offers pre-tax commuter benefits for all employees for both Transit and Parking.
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Peloton hosts happy hours in our NYC Penthouse on occasion.
Recreational Clubs
Relocation Assistance
Peloton offers a comprehensive relocation policy for employees relocating.
Fitness Subsidies
Peloton is proud to offer all full-time team members an annual reimbursement of $500 for Wellness related events registration/sponsor fees.
Home Office Stipend for Remote Employees
During these unprecedented times, Peloton offers remote employees the ability to reimburse purchases for their at-home office, not exceeding $500.
Professional Development Benefits
Tuition Reimbursement
Peloton has partnered with Gradifi to help pay down your student debt and pay for your children's future education.
Diversity Program
Promote from within
Continuing Education stipend
Peloton provides $5250 annually of financial assistance for certain education related expenses to foster & encourage the professional development of our team members.
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