Support Administrator, Customer Support

InOutsource • Philadelphia, PA

13d • Remote

About The Position

We are looking for a detail-oriented, customer-focused Support Administrator to manage and triage our Zendesk ticket queue. This role is essential for ensuring timely resolution of client inquiries, prioritizing tickets effectively, and maintaining exceptional service standards. The ideal candidate will have strong communication skills, technical aptitude, and a proactive approach to problem-solving.

Requirements

• Bachelor’s degree in a relevant field or equivalent experience.
• 2+ years’ experience with Zendesk administration (configuration, workflows, reporting).
• 2+ years’ experience in client support or technical support role.
• Familiarity with ticketing systems and support workflows.
• Excellent written and verbal communication skills.
• Strong customer service orientation with professionalism under pressure.
• Ability to multitask and manage multiple priorities effectively.

Nice To Haves

• Experience with SaaS products or technical troubleshooting.
• Knowledge of support metrics and reporting.
• Ability to work independently and collaboratively in a team environment.
• Familiarity and experience working in a law firm are a plus.

Responsibilities

• Monitor, manage, and triage incoming support tickets within Zendesk.
• Assign and escalate tickets based on priority and complexity.
• Ensure adherence to SLAs and maintain accurate ticket documentation.
• Communicate clearly and professionally with clients and internal teams.
• Collaborate with cross-functional teams to resolve technical issues.
• Identify recurring issues and recommend process improvements.
• Provide Zendesk administrative support, including configuration, reporting, and integrations.
• Develop and maintain Zendesk knowledgebase, documentation, and Client Portals.
• Deliver basic training on support practice workflow.

Benefits

• Competitive salary and paid time off
• Life, short- and long-term disability insurance
• 401(k) with employer match
• Partially funded medical insurance
• Beyond the workplace, we are passionate about supporting our community.
• Joining InOutsource means becoming part of a team that invests time and resources into making a positive impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees