Web3 Zendesk Administrator

This is a hybrid position. Who We Are: Okcoin is one of the world’s largest and fastest-growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone. Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Hong Kong, Singapore, Japan, and Dublin. About the Team: Our CS Team is at the heart of servicing our clients and customers and representing their voices. This is a great opportunity to bring your extensive CS knowledge and experience to lead the creation and implementation of our global CS technology and tools strategy. We work closely with all our key stakeholders, such as Marketing, Product, Engineering, Compliance Operations, Risk, and Payment Operations to successfully launch various global products while understanding the associate servicing needs and strategies for business growth. About the Opportunity: As a Technology and Tools Specialist/Senior Specialist, you will be part of the CS Technology and Tools team within the Global Operations organization and responsible for technologies development, management, and 3rd party integrations. You will also work with all levels of stakeholders internally and externally to improve our usage of existing in accordance with company goals. The successful candidate will have strong experience in managing applications, including day-to-day configuration, feature customization/development, reporting, third-party integration, workflow and trigger setup, monitoring, as well as troubleshooting for internal users. This is a great fit if you are passionate about technology and CX to systematically solve complex problems. What You’ll Be Doing: Administer core CS technologies including contact center solutions, quality management solutions, workforce management solutions, and Zendesk Understand and translate business requirements into system configurations Manage a queue of operational requests, prioritizing against evolving business priorities Coordinate system upgrades, Change Requests, or production support issues to ensure business continuity Identify operational weaknesses and help improve or innovate new processes Collaborate with operational teams and cross-functional partners to ensure efficiency and cross-functional alignment as we build and scale Support a culture of continuous improvement to continually raise the bar of execution Communicate with vendors for new solution deployment and existing system enhancement and upgrades Manage third-party system integrations Ensure all documentation, processes, and methodologies used, system development and implementation as per industries standards & methodologies What We Look For In You: 3-5 years of experience in system administration or business analysis, preferably in customer service technologies such as service desk, contact center, workforce management, quality management, and chatbot Face learner and independent thinker Comfortable in a rapidly changing environment and in a fast-paced environment Team player and customer-centric mindset Detail-oriented and understanding project management principles Thrive in situations where you can think critically, anticipate issues before they arise, and proactively suggest big-picture solutions Okcoin Statement: Okcoin is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job-related physical or mental disability, or protected veteran status.