Application Specialist

JR United Kingdom; Portsmouth; Remote; GBP 30,000 - 50,000; Full time

Job summary

A leading company is seeking an experienced Zendesk Administrator to enhance their platform. This crucial role involves managing day-to-day operations, improving customer complaint processes, and collaborating with various teams. Candidates should have solid experience in Zendesk administration and a proactive approach to driving service improvements.

Qualifications

• Solid experience in a Zendesk Admin role or similar required.
• Strong knowledge of Zendesk tools and functionalities.
• Hands-on experience configuring workflows and settings.

Responsibilities

• Act as the go-to Zendesk expert, managing platform performance.
• Support workflow improvements for the customer complaints team.
• Build and maintain reports on complaint volumes and resolutions.

Skills

Zendesk Support

Zendesk Guide

Zendesk Explore

Configuring Workflows

Reporting Tools

Stakeholder Management

API Integration

Education

Zendesk Certification

Job description

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Client:

Talent

Location:

portsmouth, hampshire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

1

Posted:

04.06.2025

Expiry Date:

19.07.2025

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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.