Application Specialist

JR United Kingdom; Telford; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading company in Telford seeks an experienced Zendesk Administrator to take ownership of their Zendesk platform, improve customer complaint handling, and work closely with support teams. Key responsibilities include configuring workflows, managing reports, and ensuring optimal performance of the system.

Qualifications

• Solid experience in a Zendesk Admin role or similar.
• Confident working with reporting tools and analytics.
• API integration experience is a bonus.

Responsibilities

• Own day-to-day administration and platform performance.
• Streamline workflows and implement changes for case handling.
• Build and maintain reports and dashboards using Zendesk Explore.

Skills

Configuration

Optimisation

Communication

Stakeholder Management

Reporting

Analytical Skills

Workflow Management

Education

Zendesk Certification

Tools

Zendesk Support

Zendesk Explore

Zendesk Chat

Zendesk Talk

Job description

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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.