Platform Manager – Zendesk
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Job Description
Platform Manager leading Zendesk ownership and optimization at DSI Systems, a family-owned AT&T Distributor since 1984.
Responsibilities:
- Serve as primary owner and administrator of the Zendesk platform
- Configure and maintain workflows, including ticket forms, routing, triggers, automations, SLAs, and business rules
- Manage user roles, permissions, groups, and overall platform security governance
- Partner with Sales, Operations, and Support leaders to translate business requirements into scalable system solutions
- Optimize workflows to improve response times, resolution rates, and agent efficiency
- Develop and maintain dashboards, views, and operational reporting to support performance visibility
- Collaborate with Business Intelligence teams to ensure accurate data ingestion and reporting integrity
- Oversee integrations with CRM, telephony, knowledge base, and related enterprise systems
- Evaluate new Zendesk features, apps, and enhancements to support platform evolution
- Provide Tier 2/3 support for escalations and coordinate with Zendesk or vendor partners as needed
Requirements:
- 3+ years of hands-on experience administering Zendesk in an enterprise environment
- Strong understanding of ticketing workflows, routing logic, automations, and SLA management
- Experience designing scalable system configurations to support operational growth
- Proven ability to partner with cross-functional business and technical stakeholders
- Strong analytical skills with experience building dashboards and performance reporting
- Experience managing integrations with CRM, telephony, or knowledge base systems
- Excellent written and verbal communication skills
- Zendesk Administrator Certification (Preferred)
- Background in Customer Support Operations, Sales Operations, or IT Systems Management (Preferred)
- Familiarity with API integrations or middleware tools (Preferred)
- Experience supporting multi-team or multi-department Zendesk environments (Preferred)
Benefits:
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
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