Zendesk Optimization and Support Specialist
Zendesk Optimization and Support Specialist
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Job Description
We are looking for a highly skilled Zendesk Optimization and Support Specialist to refine and maintain our Zendesk instance. The ideal candidate will play a key role in improving our support processes enhancing the user and agent experience and ensuring that our platform runs efficiently and cost-effectively.
This role involves closely collaborating with our internal team to assess current workflows identify pain points and implement tailored solutions using Zendesk best practices.
Responsibilities:
- Evaluate and optimize our existing Zendesk setup including automations triggers macros and workflows.
- Implement best practices to improve ticket management team efficiency and customer satisfaction.
- Provide technical support and guidance to the team on Zendesk features and functionalities.
- Maintain up-to-date documentation of system configurations and process changes.
- Recommend and implement app integrations or third-party tools as needed.
- Troubleshoot issues and serve as the primary point of contact for Zendesk-related concerns.
- Monitor system performance and identify opportunities for continuous improvement.
Qualifications:
- Proven experience as a Zendesk Administrator or similar role.
- Deep understanding of Zendesk products (Support Guide Chat etc.).
- Experience with workflow automation and customer support optimization.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Ability to work independently and collaboratively in a remote environment.
Preferred:
- Zendesk certification(s) is a plus.
- Experience with customer service metrics and reporting tools.
If youre interested please send your updated resume to .
Best of luck and we look forward to hearing from you soon!
Required Experience:
Senior IC
Employment Type
Hourly
