Zendesk Administrator/Consultant
50000 PhpPart-time
Virtual Champs Global, Inc
Zendesk Administrator / Consultant
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.
- 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.
- 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.
Vacancy posted 5 days ago
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