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Cainta | Expertini

Urgent! Zendesk Optimization and Support Specialist Job | Hands Working Virtually

Zendesk Optimization and Support Specialist



Job description

Overview

We are looking for a highly skilled Zendesk Optimization and Support Specialist to refine and maintain our Zendesk instance.

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.

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

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.

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.

  • Ability to work independently and collaboratively in a remote environment.

Preferred

  • Zendesk certification(s) is a plus.

  • Experience with customer service metrics and reporting tools.

If you're interested, please send your updated resume to

Best of luck, and we look forward to hearing from you soon!

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Required Skill Profession

Management & Operations



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