Job Description
- Configure, customise, and manage the Zendesk platform (Support, Guide, Talk, and other modules).
- Develop and maintain workflows, automations, triggers, and macros to streamline service operations.
- Manage roles, groups, and permissions with accuracy and compliance.
- Monitor system performance, troubleshoot issues, and provide user support.
- Build and maintain reporting dashboards to track service levels, KPIs, and overall performance.
- Collaborate with internal teams to align platform usage with business objectives.
- Provide training and ongoing support to users, ensuring high adoption of best practices.
- Keep up to date with Zendesk product releases and recommend system enhancements.
Candidate Requirements:
- Proven experience as a Zendesk Administrator or in a similar systems role.
- Strong understanding of customer support processes and ticketing systems.
- Hands-on expertise in configuring automations, workflows, and dashboards.
- Knowledge of API integrations and third-party applications (desirable).
- Excellent analytical, problem-solving, and organisational skills.
- Strong communication skills and ability to train and support teams.
- Zendesk certifications are highly advantageous.
Key Competencies:
- Attention to detail with a process-driven mindset.
- Ability to work independently and as part of a team.
- Strong stakeholder management and communication abilities.
- Commitment to continuous improvement and innovation.
What Our Client Offers:
- A competitive salary.
- A collaborative, supportive, and progressive working environment.
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