Zendesk Administrator

Description:

Who We Are

FFB, a dynamic and acclaimed single-branch bank born in the heart of Fresno, CA in 2005, is on a mission to redefine the banking experience. Our commitment to delivering top-notch banking services has propelled us to the forefront of the industry, earning us accolades and recognition. At FFB, we recognize the uniqueness of each individual who walks through our doors, and our dedicated team strives to craft personalized banking solutions that cater to their distinct needs.

What sets FFB apart is not just our Fresno roots but the diverse talents that make up our team, hailing from every corner of the country. We firmly believe that our people are our greatest strength, and we're constantly on the lookout for ambitious and passionate individuals who align with FFB's vision, regardless of their location.

If you're ready to be part of a winning team and contribute to our ongoing success story, we invite you to apply and join the FFB family!

Recent Achievements Speak Louder Than Words:

• 2024 - American Banker - #1 Top Performing Publicly Traded Bank with under $2b in assets
• 2023 - American Banker - "Top 5" Community Bank in the Country #4
• 2023 - OTCQX - Best 50 Companies #3
• 2023 - 5-star Rating Bauer Financial

What You Should Expect While Working at FFB:

• Company ownership through our Employee Stock Ownership Program (ESOP)
• A friendly, close-Knit work culture that encourages growth
• Opportunities to Participate in Community Networking Events
• Benefits Package

o Medical/Dental/Vision

o Life Insurance

o Paid Vacation

o 401(k) Retirement Plan

o Training & Development

o Tuition Reimbursement

o Employee Assistance Program

o Internal Job Posting & Referral Program

Ideal Candidate:

FFB prides itself on its core values of Teamwork, Relationship, Authenticity, and Commitment (TRAC). We expect that our team members will reflect these values in the workplace in various ways:

• Teamwork – We collaborate, hold each other accountable, and win together.
• Relationship – We are trustworthy, transparent, and respectful.
• Authentic – We are humble, vulnerable, and we speak up.
• Commitment – We are owners...Be hungry, responsive, and have a sense of urgency.

About the Position

We are seeking an experienced Zendesk Administrator who will be responsible for supporting and managing the banks Zendesk customer support and sales platforms to align with our bank-specific workflows and objectives. An ideal candidate must have experience in configuring complex Zendesk workflows, including the creation of custom triggers and automations to streamline customer service processes. This role will play a crucial role in developing strategic initiatives within the bank to fully utilize our Zendesk CRM and Support capabilities to ensure an omni-channel customer experience and drive continuous process improvements.

Essential Duties:

• Manages the day-to-day administration of the banks Zendesk instance, including user accounts, groups, roles, and permissions.
• Implements custom ticket fields, forms, triggers, and workflows to streamline customer support processes specific to our bank.
• Works closely with customer service, IT, Sales, and Marketing teams to ensure the platform supports all aspects of customer interactions.
• Tracks key metrics such as deflection rates (tickets resolved by the bot), customer satisfaction with bot interactions, and identify areas for improvement in conversation flows and responses.
• Maintains a backlog of requests, leads projects and works with internal stakeholders and vendors to plan, execute, and monitor progress effectively.
• Integrates Zendesk with other internal tools and 3rd party applications, using APIs and webhooks for a seamless workflow.
• Develops, organizes, and maintains a comprehensive knowledge base within Zendesk to support customer and team inquiries
• Designs and builds conversation flows for Zendesk messaging utilizing decision trees and bot builder tool to guide customer interactions.
• Integrates the Answer Bot with Zendesk messaging channels (web widget, mobile app, social media) to allow the bot to automatically suggest relevant knowledge base articles during conversations.
• Documents workflows, processes, and architecture diagrams for Zendesk administration and chatbot development.
• Monitors performance reporting and analyzes data (tickets, reports, etc.) to identify trends and opportunities for improvement in customer support processes.
• Maintains subject matter expertise and historical documentation of Zendesk enhancements and releases.
• Brings new uses and best practices to the organization to spur new ideas and ways to make the most of our platform.
• Establishes operating procedures for the administration of the platform that is consistent with overall company policies and guidelines.
• Provides ongoing support and lead internal training sessions to ensure team members maximize the platform's capabilities.
• Maintains a high level of system uptime and troubleshoot any technical issues that may arise.
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
• Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules, and regulations, and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
• Follows policies and procedures; completes administrative tasks correctly and on time, including mandatory Bank Compliance Training; supports the Bank's goals and values; benefits the bank through outside activities.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

Requirements:

• Proven experience as a Zendesk Administrator or similar role (1-2 years)
• Strong understanding of Zendesk ticketing system, CRM, AI-powered features, messaging, and reporting tools.
• Experience with Zendesk integrations and API.
• Excellent analytical and problem-solving skills
• Zendesk administrator certification (a plus).
• Excellent 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
• Familiarity with the banking industry (preferred)

Compensation details: 90000-110000 Yearly Salary

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