Support Process Enhancer

2 weeks ago

Imus, Calabarzon, Philippines beBeeOptimization Full time ₱35,000 - ₱50,000
Job Title:

Zendesk Optimization and Support Specialist


Job Description:

This is a key role in refining and maintaining our Zendesk instance, improving support processes, and enhancing the user and agent experience.

The position involves collaborating with the internal team to assess current workflows, identify pain points, and implement tailored solutions using Zendesk best practices.

Main Responsibilities:

  • Evaluate and optimize 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:

The ideal candidate will possess:

  • 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:

The following qualifications are desirable:

  • Zendesk certification(s).
  • Experience with customer service metrics and reporting tools.

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