Application Specialist

JR United Kingdom; Crawley; Remote; GBP 35,000 - 50,000; Full time

Job summary

A leading company in Crawley seeks an experienced Zendesk Administrator to enhance their customer complaints process. The role involves optimizing Zendesk configurations, collaborating with support teams, and implementing continuous improvements based on analytics and trends. A great opportunity for someone passionate about impactful service enhancement.

Qualifications

• Solid experience in a Zendesk Admin role or similar.
• Hands-on experience configuring workflows and setting up business rules.
• Strong knowledge of Zendesk Support, Guide, Explore, Chat, and Talk.

Responsibilities

• Act as the go-to Zendesk expert, owning day-to-day administration.
• Manage user roles, permissions, and groups.
• Build and maintain reports and dashboards using Zendesk Explore.

Skills

Configuration

Optimisation

Reporting Tools

Zendesk Support

Analytics

Stakeholder Management

Education

Zendesk Certification

Job description

Social network you want to login/join with:

Application Specialist, crawley, west sussex

col-narrow-left

Client:

Talent

Location:

crawley, west sussex, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

1

Posted:

04.06.2025

Expiry Date:

19.07.2025

col-wide

Job Description:

Remote

I'm currently working with a client who is looking for an experienced Zendesk Administrator to join their team and take full ownership of the platform. This role will play a key part in supporting their customer complaints process and ensuring the Zendesk setup aligns with service improvement goals.

It’s a great opportunity for someone who’s confident configuring and optimising Zendesk and enjoys working closely with support and operations teams to deliver real change.

Whether you're immediately available or exploring your next move, this is a fantastic role for someone who wants to make a meaningful impact.

Key Responsibilities:

• Act as the go-to Zendesk expert, owning day-to-day administration and platform performance.
• Support the customer complaints team by streamlining workflows and implementing changes to improve case handling and response times.
• Configure and maintain workflows – including triggers, automations, macros, and SLAs.
• Manage user roles, permissions, and groups.
• Build and maintain reports and dashboards using Zendesk Explore, with a focus on tracking complaint volumes, resolution times, and trends.
• Collaborate with internal teams to gather feedback and implement system and process improvements.
• Train and support internal users on best practices.
• Stay current on Zendesk updates and suggest ways to enhance functionality and performance.

What We’re Looking For:

• Solid experience in a Zendesk Admin role (or similar).
• Strong knowledge of Zendesk Support, Guide, Explore, Chat, and Talk.
• Hands-on experience configuring workflows and setting up business rules.
• Confident working with reporting tools and analytics to identify trends and drive improvements.
• API integration experience is a bonus.
• Zendesk certification is highly desirable but not essential.
• Great communication and stakeholder management skills.