Optimize Support Processes

7 days ago

Dumaguete, Central Visayas, Philippines beBeespecialist Full time ₱2,300,000 - ₱3,300,000
Zendesk Optimization and Support Specialist

We are seeking a highly skilled professional to refine and maintain our support processes, enhance the user and agent experience, and ensure efficient platform operations.

The ideal candidate will play a key role in improving our support workflows, collaborating with our internal team to assess current processes, identify pain points, and implement tailored solutions using Zendesk best practices.

Key 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.
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.

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