Zendesk Administrator
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Role Overview
We are looking for an experienced Zendesk Administrator / Solutions Specialist to manage, optimize, and improve Zendesk environments for our clients. The ideal candidate has strong hands-on Zendesk experience and can turn business requirements into practical solutions.
Key Responsibilities
1. Zendesk Administration & Optimization
Review and improve existing Zendesk setups, workflows, and processes.
Identify gaps, inefficiencies, and opportunities for automation.
Recommend solutions based on client needs and Zendesk best practices.
Optimize Zendesk to improve efficiency and user experience.
2. Zendesk Configuration & Implementation
Configure and maintain Zendesk environments.
Set up and manage:
Ticket fields and forms
Views and macros
Triggers and automations
SLAs and routing rules
User roles and permissions
Build and update workflows based on client requirements.
Test changes before implementation.
3. Reporting & Dashboards
Create and customize reports and dashboards using Zendesk Explore.
Track key metrics such as:
Ticket volume
Response and resolution times
SLA performance
Agent productivity
Analyze data and recommend improvements.
4. Client Support & Consulting
Work directly with clients to understand their needs and challenges.
Translate business requirements into Zendesk solutions.
Recommend improvements to workflows, automation, and reporting.
Document configurations, changes, and recommendations.
Requirements
3–5 years of hands-on Zendesk administration and configuration experience.
Strong experience managing and optimizing Zendesk environments.
Advanced knowledge of Zendesk Support, including workflows, triggers, automations, macros, SLAs, and routing.
Strong experience with Zendesk Explore, including reports, metrics, and dashboards.
Ability to understand business requirements and turn them into technical solutions.
Strong troubleshooting and problem-solving skills.
Good communication and documentation skills.
Ability to work independently and manage client requirements.
Preferred Qualifications
Experience handling Zendesk implementations or optimization projects for multiple clients.
Experience with Zendesk APIs, integrations, and third-party applications.
Knowledge of Zendesk Guide, Talk, Messaging, and AI features.
Experience in customer service, contact center, or BPO environments.
Zendesk Administrator certification or other relevant Zendesk certifications.
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