How to write a Zendesk administrator job description

If you use Zendesk, you need a Zendesk administrator who can ensure that this tool meets the unique needs of your company and its customers.

Hiring the correct Zendesk administrator starts with a strong job description that effectively describes your ideal candidate’s technical and customer-centric skills. This job posting is the difference between attracting a suitable candidate and prolonging your search for the right person.

In this article, we explain how to write a job description that includes all the essential skills and traits of an expert Zendesk administrator.

What is a Zendesk administrator?

A Zendesk administrator customizes, manages, and optimizes the Zendesk customer support platform to align with company-specific workflows and objectives. 

They’re critical in configuring the system, including setting up automations, triggers, and integrations with other tools to streamline customer support processes.  They also analyze performance data to drive continuous improvements and may train staff to use the platform effectively.

The administrator’s primary goals can include enhancing the customer support experience, boosting efficiency, and fostering a supportive environment for team members and customers.

Key skills to look for in a Zendesk administrator

Here are some vital skills for a skilled Zendesk administrator.

Hard skills

• Zendesk configuration expertise: Proficiency in customizing and managing Zendesk settings to match the organization’s needs

• Technical integration skills: Ability to integrate Zendesk with other tools and systems, such as CRM software, using APIs and webhooks for a seamless workflow

• Data analysis and reporting: Competence in generating and interpreting Zendesk reports and analytics to make decisions that improve service efficiency

• Knowledge management: Skilled in organizing, updating, and maintaining a solution-oriented knowledge base within Zendesk to support customer and team inquiries

Soft skills

• Problem-solving for identifying and resolving technical and user issues and enhancing system functionality and user experience

• Communication skills to train users, document processes, and collaborate with team members

• Flexibility for adapting to new Zendesk updates and implementing new features that benefit the organization

• Customer service orientation to configure Zendesk with the goal of improving customer satisfaction

How to write an effective Zendesk administrator job description

To write a solid Zendesk administrator job description that attracts strong candidates and gives them realistic expectations about the role, follow these four best practices.

Highlight specific Zendesk skills

Start by detailing the specific Zendesk skills and experiences required. For instance, mention the need for proficiency in customizing Zendesk triggers. 

For example, your job description might say, “Candidates should demonstrate successful experience in configuring complex Zendesk workflows, including the creation of custom triggers and automations to streamline customer service processes.”

Be sure to mention whether your candidate needs skills to use Zendesk’s newer features – such as its AI-powered features.

Detail analytical requirements

Emphasize the importance of analytical skills in improving customer service through Zendesk reporting tools. Ask for candidates whose data analysis has led to tangible improvements, for instance. 

Here’s what this could look like: “Candidates should possess strong data analysis skills. They should have proven experience analyzing Zendesk reports and gaining actionable insights that led to improved response times or customer satisfaction rates.”

Emphasize soft skills in a Zendesk context

Highlight the need for soft skills like problem-solving, communication, and adaptability, specifically in scenarios involving Zendesk. 

You might describe scenarios where these skills could make a difference. Here’s an example: “Candidates must excel in communicating complex Zendesk functionalities to non-technical team members, enabling the entire team to use the platform effectively.”

Mention collaboration and leadership expectations

Indicate the need for collaboration with other departments and potential leadership or training roles. Detail what this collaboration entails or leadership entails.

For example, you might say, “The position requires close collaboration with our IT and customer service teams to ensure system compatibility and user proficiency, including leading Zendesk training sessions for new and existing staff.”

Zendesk administrator job description template

Here’s a Zendesk administrator job description template you can use to get started.

Company introduction

Talk about your company, work culture, and goals. Note any company achievements or recent milestones. Then, summarize how the Zendesk administrator fits into your system and the work they’re expected to do.

Benefits of working with [your company]

Note the benefits that Zendesk administrators receive at your company. Include general benefits, like performance bonuses, plus more unique perks, like budgets to continue professional development or attend expert webinars. Describe benefits that would appeal specifically to Zendesk administrators. For instance, if your company pays for Zendesk add-ons, mention this. 

Zendesk administrator job brief

[Company name]

Job title: Zendesk Administrator

Reports to: [For example, Customer Support Manager]

Position type: [For example, full-time or part-time]

Location: [For example, remote, hybrid, or on site – if work is site-based, include address]

Salary and benefits: [For example, salary range based on experience, health and dental insurance, and 401(k) match]

Responsibilities and duties

• Set up and manage Zendesk settings, including triggers, automations, and integrations with key systems, such as CRM and communication tools.

• Regularly audit the Zendesk platform for efficiency and lead projects to improve or expand the Zendesk setup based on your audits.

• Develop and maintain a comprehensive knowledge base within Zendesk for both customers and internal teams.

• Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies.

• Lead internal training sessions to ensure team members maximize the platform’s capabilities.

Skills and qualifications

Required skills and experience

• Proven experience as a Zendesk administrator with a strong understanding of Zendesk’s functionality

• Demonstrated ability to configure and customize Zendesk settings and workflows

• Solid technical skills with experience in software integrations

• Excellent analytical skills with a track record of leveraging Zendesk reports to improve customer service delivery

Preferred skills and experience

• A Zendesk administrator certification

• Experience integrating Zendesk with CRM systems like [mention systems used by your company]

• Excellent problem-solving and communication skills for effectively training and guiding team members in Zendesk’s use

• Adaptability to Zendesk’s updates and new features, new technologies, and a fast-paced work environment

3 things to avoid when writing a job description for a Zendesk administrator

Here are three common mistakes you must avoid when writing your Zendesk administrator job description.

1. Failing to mention integration 

Omitting the need for knowledge of integrating Zendesk with other tools and platforms can lead to hiring an administrator lacking critical technical skills. 

Make it clear if the role requires familiarity with specific CRM systems, collaboration tools, or any other software you use in your Zendesk environment. Explain that the administrator must integrate these software with Zendesk to draw in candidates with integration experience or a willingness to learn. 

2. Overlooking project management skills

Don’t forget to include project management skills. A Zendesk administrator often leads projects to improve or expand the Zendesk setup, requiring the ability to plan, execute, and monitor progress effectively. 

Without mentioning this need, you might attract candidates who can’t manage updates or migrations with minimal disruption.

3. Ignoring the need for process optimization skills

Good Zendesk administrators should always look for ways to optimize support processes. Not emphasizing the need for continuous improvement and adaptability can result in hiring a Zendesk administrator who struggles to maintain quality and efficiency in customer support. 

If your company plans to use Zendesk’s newest features – like its AI-powered features – to improve customer support processes, be sure to mention this to attract candidates excited about using these features. 

Next steps: Attracting and assessing Zendesk administrator candidates

Once you’ve written your Zendesk administrator job description, you can publish it on job boards and social media to attract applicants. After collecting applications, you should evaluate candidates’ skills and traits.

TestGorilla, a leading talent assessment platform, has hundreds of tests for evaluating candidates. Here are four tests you can use for the Zendesk administrator position:

• Our Zendesk CS test evaluates how candidates manage settings, workflows, and activity on Zendesk.

• The Customer Service test assesses if candidates can understand customer needs, find solutions, and interact appropriately.

• The Problem-Solving test checks candidates’ skills in analyzing data to make decisions.

• Our Communication (Intermediate) test examines candidates’ written, verbal, and interpersonal communication in business settings.

To gain a stronger understanding of each candidate, you can combine these tests with other tests on our platform – including our personality and culture assessments.

Combine up to five tests to create a custom assessment that perfectly matches your Zendesk administrator position. Each test can also include custom questions.

FAQs

Want to know more about Zendesk administrators? Check out the answers to these common questions. 

What type of experience is most valuable for a Zendesk administrator?

Zendesk administrators should be familiar with customizing the platform and using its reporting and analytics features. A company seeking a Zendesk administrator should look for administrators with experience managing Zendesk in a similar industry or company that’s similar in size to theirs. These candidates will likely be familiar with their company’s challenges and workflows. 

How does a Zendesk administrator collaborate with other teams?

A Zendesk administrator often works closely with customer service, IT, and sometimes sales and marketing teams to make sure the platform supports all aspects of customer interactions.

Find and hire top Zendesk administrators with TestGorilla

A Zendesk administrator must optimize your customer support system – directly influencing customer satisfaction and operational efficiency. So, crafting a job description that accurately reflects the needs of this role is an investment in your company’s future success.

Your job description is the first step to hiring top candidates. You also need talent assessment that can help you understand each candidate’s skills, personality traits, and more.

TestGorilla has hundreds of tests to help you evaluate candidates. Use them to identify and hire the best applicants.

Discover how TestGorilla can improve your hiring process by booking a free live demo or signing up for a free account today.