Kleinanzeigen is the leading online classifieds market in Germany. An average of more than 50 million ads are available in numerous categories - from children's supplies to electronics to real estate. With more than 36 million users per month, Kleinanzeigen has the widest reach of all online selling platforms in the country. Most of the items traded on Kleinanzeigen are second-hand. In this way, users make an active contribution to sustainability. The Kleinanzeigen market allows companies the opportunity to easily offer their services online. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a leading global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.
Kleinanzeigen is part of Adevinta: a global online classifieds specialist and sustainability leader with 25+ products in 10 countries.
What you’ll do & Who you are
We are looking for a passionate new team member to join us as a Zendesk Administrator (d/f/m).
About the team:
The Customer Operations team provides end-to-end support to our private users through our portfolio of trusted CS partners. While doing so, our CS Partners manage customer requests along the customer journey according to defined targets and standards. Additionally, they ensure that our customers have a safe and reliable experience on our platform through moderation of user generated content. The insights gained from our contact with users are shared with the wider business to shape future (product) developments.
Your role:
As a Zendesk administrator, you will adapt the tool regarding customer-facing needs and at the same time improve (technical) optimization.
You will report to the Technical Project Manager and manage the following activities:
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Manage the Zendesk instance for Kleinanzeigen and be a back-up for the company-wide tool management
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Contribute to the standardization and optimization of configurations, but also lead integration initiatives with other applications within the company.
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Monitor the performance of automation, triggers and workflows in the Zendesk instance.
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Monitor and use performance data to identify pain points and efficiency opportunities, an action plan is expected & implemented
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Manage operational and functionality improvement requests and work with internal stakeholders to ensure prioritization, planning and agreement on business objectives.
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Integrate additional applications and third-party systems according to business needs, using project methodology (frame, plan, communicate, etc.)
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Maintain expertise and document improvement history
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Establish operating procedures for platform administration
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Create data flow diagrams and process flow diagrams to facilitate understanding of the system.
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Perform testing with users to verify performance and reliability and identify issues.
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Make continuous improvements in close collaboration with production teams
Your skill profile:
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You have min. 2 years of experience as Zendesk Administrator & in using Zendesk Guide
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Strong analytical skills, comfortable with customer relationship KPIs, customer knowledge and CRM
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You know how to set up visualized processes for different stakeholder groups
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Project management experience will be a big plus
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You have excellent German and English language skills
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You have resilience in fast changing environments and capability to adapt fast
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You have experience working in cross-functional & remote teams
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You have an independent "hands-on" way of working and a high level of team orientation
Benefits
Life at Adevinta comes with its perks! Our Adevintans enjoy the following benefits:
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An attractive Base Salary
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Participation in our Short Term Incentive plan (annual bonus)
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Employee Stock Purchase Program with a match from Adevinta
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Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon well why not! just make sure you have internet connection!
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A 24/7 Employee Assistance Program for you and your family, because we care ❤️
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Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow
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