Oh Snap!
This job is no longer active - but you can still view the details below.

Zendesk System Analyst

| Chicago

About Us:

Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. Interactions like seamlessly paying for your ride share—or the condo you rented this weekend—without presenting a card or pressing a button, or buying a lamp on Pinterest...right from Pinterest. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience.

Acquired by PayPal in 2013, Braintree is now in an even greater position to change the way people pay. Headquartered in Chicago, Braintree has offices in San Francisco, New York, Sydney, London with employees stationed around the world.

The best talent deserves the best perks. Join the Braintree Team and you’ll get catered lunches, tuition reimbursement, public transit commute reimbursement, and much more! 

Check us out - Braintree on LinkedIn | Glassdoor | Facebook | Twitter

Zendesk System Analyst

Role Description:

If you're passionate about innovating the customer experience through the enhancement of internal tools, then we want to hear from you. As the Zendesk Systems Analyst, you will lead the administration of Zendesk and other internal tools that our Teammates use every day. Experience working with Zendesk Customer Relationship Management ticketing systems is critical. We're looking for a highly organized go-getter who wants to improve processes for our teammates while managing internal tools. Day-to-day roles include oversight of internal tools, project management, while helping our amazing teammates be successful as they delight our customers.

  • Zendesk Customer Relationship Management System (CRM / ticketing system)
    • System monitoring and respond during outages
    • Work with business stakeholders to enhance internal tools (i.e. Zendesk, etc.)
    • Build groups and views in Zendesk
    • Onboard and offboard teammates into Zendesk
    • Author business requirements and functional use cases
    • Lead the implementation of case routing, custom rules, and process flows
    • Enhance external website help center integration focusing on customer self service
    • Respond quickly to requests such as end user management and technical issues
    • Recommend process improvements based on feature enhancements and product changes
    • Interface with partner technical support and third-party vendors as required
    • Review and implement access requests
    • Manage user access and permissions
  • Reporting
    • Work with the Data Team to assist with Zendesk reporting
    • Assist with development of customer service metrics to measure all aspects of our Support center
  • Process improvement
    • Lead projects to improve the customer experience
    • Collaborate with internal departments to develop a deep understanding of their needs pertaining to ticketing solutions 
    • Partner with business and technical teams to specify requirements, develop use cases, and implement new processes and solutions to enable amazing customer experiences
    • Participate in the development of web projects to provide increasing options for self-service functionality

Qualifications:

  • Must be a self-starter
  • Experience working with ticket-management systems (i.e. Zendesk, etc.)
  • Experience working with Salesforce
  • Bachelor's degree or equivalent work experience
  • Have a keen interest in technology
  • Project management experience with amazing written and verbal communication skills
  • Flexibility with work hours including some weekends, holidays, and nights
  • Someone who possesses infinite patience and devotion to those he/she assists
  • Expert level user of Zendesk CRM ticketing tools – you are often referred to as a “power user”
  • Ability to quickly adapt to rapid change and a fast paced atmosphere
  • A minimum of two (2) years of experience in call center processes, technology and workflow
  • Experience or a willingness to learn Excel pivot tables, SQL, and data visualization tools
  • You’re at ease explaining ideas

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. You can also check out our FAQ!

Read Full Job Description

Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ClojureLanguages
    • RustLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • DropwizardFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • S3Databases

Location

222 Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Braintree

What projects are you most excited about?

Braintree is committed to continual improvement in the areas of D&I. We do this by emphasizing our values of Ask Why, Care A Lot, and Solve Together, Ensuring D&I is an ongoing conversation at all levels of the company, offering company-wide D&I trainings, and supporting employee developed events.

Anna Johnson

Diversity & Inclusion Program Manager

How do you empower your team to be more creative?

Working on internal products, I have a direct feedback channel to my teammates, to help fix things when they aren't quite right. Seeing this multiplier effect in action, seeing how it unlocks my teammates to new productive ends, is extremely satisfying.

Andrew Harris

Software Engineer

What are Braintree Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Free Daily Meals
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
More Jobs at Braintree21 open jobs
All Jobs
Finance
Dev + Engineer
HR
Internships
Marketing
Operations
Project Mgmt
Sales
Content
Finance
new
Chicago
Operations
new
Chicago
Internships
new
Chicago
Developer
new
Chicago
HR
new
Chicago
Marketing
new
Chicago
Marketing
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
HR
new
Chicago
Content
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Developer
new
Chicago