Overview
We are seeking a very talented Digital Solution Analyst (Zendesk Administrator) to join the Care Solutions team within the Loyalty and CRM organization working across the Foot Locker brand portfolio. In this role, the Digital Solution Analyst will be responsible for the execution of day-to-day configuration, support, and maintenance of our Zendesk instance. This role is responsible for continuously improving the platform and other customer support tools to enable Foot Lockers growth.
You will work closely with matrix of stakeholders in the customer support organization, as well as Marketing, Product and Engineering. Specifically, you will be expected to have a broad understanding of customer support tools and Zendesk capabilities, change management, user management, data models to provide the best experience for our customers. The ideal candidate will have strong project management understanding, detailed oriented, good communication skills with technical and analytical aptitude.
A passion for putting the customer first is a must with a proven track record to demonstrate willingness to get the job done. Experience with Zendesk is preferred.
SUMMARY OF POSITION:
The primary goal of this position is to partner with internal team to provide Zendesk administration, end-user support, build new features and functionalities. We are looking for someone who has customer obsession, curious, bias for action and thinks big. The individual will be a champion of collaboration and effective teamwork with focus on continuous improvement.
Responsibilities
Serve as the system administrator for the Zendesk environment with 800+ users
Handle all administrative functions including troubleshoot support issues, user account maintenance, building reports and dashboards, workflows, and other routine tasks
Administer configuration, systems integration, QA and end user testing
Assist in training of new users and growth of the Zendesk adoption across the organization
Assist in designing Zendesk to handle multi-instance development across geo’s
Responsible for implementation of new features and functionalities, maintenance, audit, integration with OMS and CMS applications including contact forms, action requests, macro’s, including triggers, conditional fields, etc.
Manage and prioritize based on customer and seasonal demands
Uphold strict and consistent standards of process documentation for distribution to internal support agents and business continuity
Troubleshoot support issues within Zendesk as they arise with detailed mitigation plans
Applicable knowledge to Update, configure, and manage support tools such as FAQs, Postman, Confluence and Jira
Partner with managers and executives as well as external partners to gather requirements, understand business needs, define processes, establish KPIs, and evaluate customer satisfaction metrics to identify pain-points in order to ensure customer success
Track record of innovation and automating of processes that support growth and scalability
Qualifications
At least 3 years of direct Zendesk Sunshine administration and/or developer experience
Strong understanding of the platform, with the ability to build and support custom apps and objects, custom fields, workflows, custom views, and other content of intermediate complexity
Comfortable independently managing multiple tasks simultaneously in a high-volume environment
Troubleshoot service-related issues and understanding of API’s
Ability to work with AI tools and manage integrations
Proficient in understanding of language tools and formats including HTML, CSS3, SCSS, JSON
Good understanding of advance JavaScript frontend libraries ( preferred)
Demonstrate understanding of software development support processes and concepts
Experience with unified communication systems, AI bots, Inmoment is a plus
Excellent customer service skills, with an analytical mindset
Team player, excellent at building relationships within your team as well as across teams and regions
Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions
Experience with Lean principles or other process improvement methodologies is a plus
Experience with integration and connector apps is a plus
