Senior Zendesk Optimization and Process Improvement Specialist

1 day ago

Cainta, Calabarzon, Philippines beBeeOptimization Full time ₱500,000 - ₱800,000
Job Title: Zendesk Optimization and Support Specialist

We are seeking a skilled Support Specialist to refine and maintain our Zendesk instance. The ideal candidate will improve support processes, enhance user and agent experience, and ensure efficient platform operation.

This role involves collaborating with our internal team to assess current workflows, identify pain points, and implement tailored solutions using Zendesk best practices.

  • 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.
Requirements
  • 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 Qualifications
  • Zendesk certification(s) is a plus.
  • Experience with customer service metrics and reporting tools.
About this Role

This is an excellent opportunity to work with our team to enhance our support processes and contribute to the success of our organization.

As a Support Specialist, you will have the chance to develop your skills and knowledge in Zendesk and contribute to improving the overall user experience.

We are committed to providing ongoing training and development opportunities to help you grow in your career.

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