Client Experience Systems Administrator

Client Experience Systems Administrator
Wealthsimple, Canada

Experience
1 Year
Salary
0 - 0
Job Type
Full Time Job
Job Shift
Morning Job
Job Category
Admin
Traveling
No
Career Level
Non-Managerial
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 23, 2021
Last Date
Mar 23, 2021
Location(s)
Bridgetown, Canada

Job Description

As the Systems Administrator, you will report to the Director of Client Experience Operations and be responsible for maintaining and improving the Zendesk system infrastructure. You will optimize the system setup and processes, maintain user functionality and manage strategic system enhancement projects. Our ideal hire is passionate about system administration and supporting the delivery of exceptional client experience.
Wealthsimple is a financial services company on a mission to help everyone achieve financial freedom by providing products and advice that are accessible and affordable. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost.
With over 1.5 million people using Wealthsimple products, we are the market leader in Canada, and we’re fast growing in the US and UK. Our team is working together to build one of the most innovative fintech companies in the world and we're looking for talented people who want to help us move fast, ship often and make a huge impact. Join us on our mission to make financial services simple and affordable for everyone!
Read our Culture Manual to learn more about us and how we work.In this role, you'll have the opportunity to:
  • Configure and maintain existing Zendesk infrastructure while optimizing system setup and processes
  • Build workflows, triggers and notifications to support internal business processes
  • Diagnose and troubleshoot system errors and issues while working with the Service Level Manager to improve incident triage and reporting
  • Work with the rest of the Client Experience team to identify, develop and execute strategic system projects that will support accelerated growth and improve client experience
  • Maintain data integrity of tickets to better understand ticket drivers and to uncover the root cause of client pain points and toil
  • Become the system power user and subject matter expert for CX Engineering team and the CX Operations team
  • Develop a Zendesk knowledge base to clarify setup complexities and remove operational risk
  • Communicate regularly with external Zendesk vendor to ensure the system is being utilized in an optimized manner
Skills we're looking for:
  • Zendesk System Experience - Has a 2+ years of experience in Zendesk system administration
  • Passion for clients - Is incredibly passionate about our clients and our products
  • Detail-Oriented - Has a keen eye for detail and gets excited about figuring out intricate processes and workflows
  • Execution - Acts with urgency with a move-fast mentality. We believe in doing our efficient research upfront and implementing in an iterative way that allows us to learn and correct as we go. We don't believe in endless meetings
  • Collaboration: Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders
  • Action orientation: A clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
  • Communication - Is an excellent communicator and able to convey complex ideas succinctly and with great precision
  • Prioritization amp; problem-solving - Knows how to break down complex problems and identify root causes. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority
  • System experience - Zendesk is required while Salesforce and other system platforms are considered an asset
At Wealthsimple, we embrace difference. We believe that getting to the best outcomes requires diverse perspectives and backgrounds. We create space where all voices can be heard so that we can all do our life's best work. We’re committed to openness, curiosity and creating an inclusive culture as we know that diverse teams build better products and generate better ideas. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.

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