Developer, CRM II

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a technical contributor and administrator for Carrington’s Zendesk customer support platform, encompassing Support, Guide, Chat/Messaging, Talk, and Explore.

• Offer technical guidance on Zendesk to business partners, end users, and the PMO.

• Engage in business planning for enhancements, integrations, and operational challenges related to Zendesk.

• Strategize new configurations and modifications to existing workflows within Zendesk.

• Assist in system design and analyze business/system impacts.

• Support integrations of Zendesk with enterprise applications through APIs and webhooks.

• Facilitate workflow analysis and initiatives for process improvement.

• Design, configure, test, and implement changes to Zendesk fields, forms, triggers, automations, macros, views, and dashboards.

• Ensure Zendesk configuration aligns with corporate strategy and the needs of business units.

• Create custom reports and dashboards in Zendesk Explore.

• Adhere to SDLC practices, methodologies, and change control policies.

• Manage Zendesk security roles, groups, and user permissions.

• Diagnose Zendesk issues, replicate problems in test/sandbox environments, and coordinate fixes and updates.

• Produce end-user documentation and workflow guides as necessary.

• Assist in training end-users on new features and functionalities in Zendesk.

• Undertake special projects and other assigned responsibilities.

⛳️ Requirements

• Bachelor’s degree in Computer Science or equivalent technical experience.

• 3–5 years of direct experience in designing, developing, implementing, and supporting Zendesk or a similar CRM/customer support platform.

• 3–5 years of experience with JavaScript and SQL.

• 3–5 years of experience with REST API integrations.

• Experience in managing a shared Zendesk instance across various business lines is an advantage.

• Preferred Zendesk administration certification.

• Proven experience with SDLC concepts, methodologies, and techniques.

• Proficient knowledge of Zendesk Support, Guide, and Talk, including SMS/voice channel configuration.

• Familiarity with Zendesk Explore for reporting and dashboard creation.

• Understanding of Zendesk Apps framework, triggers/automations, and Liquid markup.

• Basic knowledge of Zendesk Sunshine and REST API-based integrations.

• Excellent verbal and written communication skills.

• Strong analytical, facilitation, and problem-solving abilities.

• Exceptional attention to accuracy and precision.

• Highly organized, creative, self-motivated, and driven.

• Capable of adapting to changing priorities in a dynamic environment.

• Detail-oriented with robust analytical and problem-solving capabilities.

• Comfortable engaging with all levels of business clients.

• Ability to work autonomously with general supervision.

🏝️ Benefits

• Comprehensive healthcare plans for you and your family.

• Discretionary 401(k) match of 50% on the first 4% of your contributions.

• Discounts on fitness, dining, retail, and other employee benefits.

• Tailored training programs.

• Bonuses for employee referrals.

• Educational reimbursement opportunities.

• Participation in community initiatives through the Carrington Charitable Foundation.