Zendesk Administrator

| Chicago
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About The Opportunity

Do you love technology? Are you a Zendesk enthusiast who thrives on working in a fast-paced and changing environment? Are you passionate about food?  If so, we'd love to connect with you.  

 

We’re Grubhub, the nation’s leading online and mobile food ordering company. Since 2004 we’ve been connecting hungry diners to the local restaurants they love. We’re moving eating forward with no signs of slowing down.

 

With more than 85,000 restaurants and over 15.6 million diners across 1,600 U.S. cities and London, we’re delivering like never before. Incredible tech is our bread and butter, but amazing people are our secret ingredient. Rigorously analytical and customer-obsessed, our employees develop the fresh ideas and brilliant programs that keep our brands going and growing.

 

Grubhub is looking for a Zendesk Administrator to join our Care Organization. This role serves as the Zendesk Subject Matter Expert (SME) for the Care organization & all users throughout Grubhub and is responsible for supporting the day-to-day operations and strategic direction of our Zendesk instance. You will be able to juggle a diverse workload that includes everything from troubleshooting the Zendesk application to optimizing how it is used in identifying which product enhancements Grubhub should implement based on the alignment to our strategy. To succeed in this role, you must be innately curious, deeply analytical, highly driven and a strong communicator. It’s also important that you’re self-motivated and have a “whatever it takes” attitude.  Oh and of course, providing stellar customer service is a must. This role reports to the Director of Care Support.

 

Some Challenges You’ll Tackle

  • Critically evaluate use of Zendesk with a view to improve efficiency and optimize Grubhub’s implementation of Zendesk
  • Manage a fast-paced queue of operations requests, prioritize requests according to business impact, and resolve them quickly
  • Maintain and support the integrity of Zendesk operating system environment
  • Identify and troubleshoot any software performance issues and demonstrate an ability to drive successful resolutions (this requires partnering with Grubhub Technical Operations & Product teams and external Zendesk support)
  • Maintain expert-level understanding of ALL Zendesk enhancements, changes and releases (roadmap)
  • Provide thought leadership on Zendesk developments and identify innovations/new capabilities that meet Grubhub’s long-term needs
  • Leverage product understanding & roadmap to determine which capabilities should be implemented as part of Grubhub’s SOP
  • Serve as a liaison to report Zendesk technical issues and contact for Zendesk help desk

You Should Have

  • Proven ability to solve practical business problems
  • Proven project management, multitasking & prioritization skills
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment
  • Strong team player who has attention to detail and a service-oriented attitude
  • Exhibits out-of-the-box thinking
  • Proven ability to understand business processes and translate business requirements into application functionality
  • Familiarity with change management processes
  • Effective communication across a variety of channels in a fast growing environment (written and oral)
  • Ability to understand and gauge impact for complex dependencies across multiple apps and workflows across an organization
  • Demonstrated ownership and a proven track record of owning a project's success, proactively escalating where needed

 

Got these? Even Better 

  • Zendesk administration experience or successful System or Application Administration experience / education
  • Understanding of how SaaS integrations work or experience troubleshooting in a SaaS environment
  • Experience in a technical field with sprint project and task management, methodologies and frameworks, and creating technical documentation
  • Experience with front-end development languages (HTML, CSS, JavaScript) is a plus
  • Bachelor’s degree preferred

And Of Course, Perks!

 

  • Never go hungry! We provide weekly GrubHub/Seamless credit.
  • Regular in-office social events, including happy hours, wine tastings, karaoke, bingo with prizes and more.
  • Company-Wide Initiatives encouraging innovation, continuous learning and cross-department connections.

 

We deliver favorites every day. Join us as we move eating forward.

Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. Grubhub is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • SQLAnalytics
    • AxureDesign
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • JIRAManagement
    • SalesforceCRM

Location

111 W. Washington St., Chicago, IL 60602

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

PTO. Grubhub employees enjoy a generous amount of time to recharge.

Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.

Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).

Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.

MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.

Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and happy hours!

Social Impact. At Grubhub we believe in giving back. In 2021, the Grubhub Community Fund gave more than $25 million to over 23 charitable organizations.. Employees are also given paid time off each year to support the causes that are important to them.

Half Day Fridays! Grubhub has newly instituted half day Fridays where all employees are encouraged to end their Friday's at 1:00pm local time to get a head start to the weekend! Depending on certain business needs, some teams may implement a different schedule for this time off, but everyone gets to enjoy the perk!

Culture
Volunteer in local community
Partners with nonprofits
Grubhub partners with many Non Profits through our “Donate the Change” program. Past examples include The National LGBT Chamber of Commerce (NGLCC), Feed the Soul Foundation, and World Central Kit
Open door policy
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Certain roles within Grubhub are eligible to receive company equity.
Performance bonus
Certain roles within Grubhub are eligible for bonuses.
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Technology employees are eligible to receive up to $2,000 annually for continuing education opportunities such as conferences, bootcamps and events.
Continuing education available during work hours
Online course subscriptions available

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