Zendesk Administrator

Salary: Php 50,000/month
Schedule: Graveyard Shift (PH Time)
Key Responsibilities
Review and assess existing Zendesk setups and workflows.
Identify process gaps, inefficiencies, and automation opportunities.
Configure and maintain Zendesk environments, including:
Ticket fields, forms, views, triggers, automations, and macros
SLAs, routing rules, and user permissions
Implement and test workflow improvements based on business requirements.
Build and customize reports and dashboards using Zendesk Explore.
Monitor key metrics such as ticket volume, response time, resolution time, SLA compliance, and agent productivity.
Work directly with clients to understand their needs and recommend Zendesk solutions.
Document system configurations, changes, and improvement recommendations.
Requirements
3-5 years of hands-on Zendesk administration and configuration experience.
Experience building, optimizing, or restructuring Zendesk environments.
Strong knowledge of Zendesk Support, including workflows, automations, macros, SLAs, and routing.
Proficiency in Zendesk Explore for reporting and dashboard creation.
Ability to gather business requirements and translate them into Zendesk solutions.
Strong analytical, problem-solving, communication, and documentation skills.
Preferred Qualifications
Experience supporting multiple clients or Zendesk projects.
Knowledge of Zendesk integrations, APIs, and third-party applications.
Familiarity with Zendesk Guide, Talk, Messaging, and AI features.
Experience in customer service, contact center, or BPO environments.
Zendesk Administrator Certification is an advantage.

Work arrangement
Yes