Optimization and Support Expert

2 days ago

Cabuyao, Calabarzon, Philippines beBeeSpecialist Full time ₱40,000 - ₱70,000
Job Description

We are seeking a skilled professional to refine and maintain our Zendesk instance.

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

Main 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.
Required 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.
Preferred Qualifications
  • Zendesk certification(s) is a plus.
  • Experience with customer service metrics and reporting tools.

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.

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