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Peloton // connected indoor fitness cycles
 
Engineering, Full Time    New York City; Plano, TX; Santa Clara, CA    Posted: Saturday, April 03, 2021
 
   
 
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JOB DETAILS
 

Pelotons Enterprise Technology Organization is seeking an experienced Zendesk Engineer. You will be responsible for the execution of day-to-day configuration, support, & maintenance of our Zendesk instance, as well as continuously improving the platform & other customer support tools to enable our growth. You will work closely with internal stakeholders & business analysts. Specifically, this role will be expected to have a broad understanding of customer support tools & Zendesk capabilities, change management, user management, data models, & most importantly - providing the best experience for our end-users. We are looking for someone who understands Zendesk & customer support operations, is committed to continuous improvement, is a very analytical & a creative problem solver, with a bias for action & has a relentless focus on getting things done. The Customer Support Operations/Zendesk Administrator will report to the Manager, Member Support Technology.

Responsibilities:

  •   Gathering & prioritizing change requirements for the system
  •   Managing the internal testing & rollout of changes across all teams                                  
  •   Performing hands-on implementation of day-to-day changes          
  •   Reviewing & tuning workflows in Zendesk
  •   Periodically audit agent permissions & ensuring access is appropriate
  •   Being the interface to Zendesk on
    • Feature requests / problem statements
    • Issue escalation
  •   Reporting
    •   Ability to translate business requirements into Key Performance Indicators
    •   Ability to comprehend a complex data model & develop custom reports for Executive consumption
  •   API Experience
    • Ability to utilize API endpoints to develop integrations & business applications
    • Knowledge of Web technologies, session management, object relational mapping, object caching, JavaScript[3] , CSS, HTML, XML, JSON & RESTful web services
    • Focus on developing elegant solutions to complex problems with the ability to present ideas, expectations & information in a concise, well-organized way to others

Basic Job Requirements:

  • 3+ years with direct Zendesk administration experience required
  • Zendesk certification a plus 
  • Strong understanding of the Zendesk platform, with the ability to build custom apps & custom objects, custom fields, workflows, custom views, & other content of intermediate complexity
  • Knowledge of customer support processes in a multi-national, multi-lingual support environment
  • Analytical with a keen desire to improve business processes & performance
  • Understanding of business processes & ability to translate business requirements into application functionality
  • Strong technical aptitude
  • Experience with systems integration & application development
  • OMS platform experience ideal; SAP S/4Hana experience a plus

ABOUT PELOTON:

Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, & streaming technology, we create digital fitness & wellness content & products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here.

Together We Go Far means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce & inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice & inequity in our world, & to promote health & wellbeing for all, from the inside out.
 
 
 
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