Zendesk

Sequoia Connect LLC; Xico; Remote; MXN 480,000 - 600,000; Full time

Job summary

Sequoia Connect LLC is seeking a Zendesk Specialist to join our remote team. You will configure and optimize Zendesk, develop custom views and automations, and integrate Talk/Chat alongside other tools to support a global client base.

You will design SLAs, train agents, and document best practices, ensuring data privacy and security. English and Spanish proficiency are required for collaboration across international teams.

Qualifications

• Proven experience configuring and managing Zendesk platforms.
• Ability to integrate Zendesk Talk or other telephony systems.
• Ability to integrate with Zendesk Chat or other messaging tools.
• Strong capability in designing and implementing SLAs, ticket workflows, and escalation procedures.
• Experience creating technical documentation and training agents.
• High-performance mindset with resilience and agile delivery focus.
• Technologist DNA with understanding of coding vs engineering.

Responsibilities

• Configure, manage, and optimize Zendesk settings and integrations.
• Develop and maintain custom views, triggers, automations, macros.
• Oversee Zendesk upgrades, testing, and rollout of new features.
• Train new agents and educate existing team members on Zendesk.
• Create documentation and training materials for staff.
• Design and generate reports and dashboards for KPIs.
• Collaborate with leadership to design SLAs and ticket workflows.
• Integrate Zendesk with other tools and platforms.
• Ensure data privacy and security best practices in Zendesk.
• Troubleshoot Zendesk-related issues.

Skills

Zendesk configuration

Zendesk integration

SLA design

Documentation

Training

High-performance mindset

Engineering mindset

English fluency

Tools

Zendesk Talk

Zendesk Chat

Job description

At Sequoia Connect, we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global digital landscape. We move beyond traditional models to act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial execution. By joining our inner circle, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with a rapidly growing, automation-led powerhouse that serves 31 Fortune 500 companies across the financial, healthcare, and manufacturing sectors. With a global workforce of over 32,000 employees and a presence in 28 countries, our client is a titan of digital transformation. Their "Automate Everything, Cloudify Everything" strategy ensures you will be working at the absolute forefront of AI-driven automation and cloud solutions.

This is your chance to thrive in a "Customer Success, First and Always" environment that prizes continuous learning and radical ownership. You will collaborate within an international network of expertise across 39 delivery centers worldwide, gaining exposure to complex engineering challenges that redefine industrial standards. If you are a driven professional looking for a dynamic, forward-thinking workplace where your growth is the priority, this is where you belong.

The Challenge (Responsibilities)

• Configure, manage, and optimize Zendesk settings and integrations to align with Our Client's objectives and workflows.
• Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.
• Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.
• Train new agents and continuously educate existing team members on Zendesk functionalities and best practices.
• Create technical documentation, user manuals, and training materials for agents and other staff members.
• Design and generate reports and dashboards to monitor customer support metrics and KPIs.
• Work closely with customer support leadership to design and implement SLAs, ticket workflows, and escalation procedures.
• Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.
• Ensure compliance with data privacy regulations and security best practices within Zendesk.
• Troubleshoot and resolve any Zendesk-related issues or disruptions.

Your Profile (Requirements)

• Proven experience configuring and managing Zendesk platforms.
• Ability to integrate Zendesk Talk or other telephony systems.
• Ability to integrate with Zendesk Chat or other integrated messaging tools.
• Strong capability in designing and implementing SLAs, ticket workflows, and escalation procedures.
• Experience creating technical documentation and training agents.
• High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."

Desired

• Familiarity with cloud-native foundations or AI coding assistants.

Languages

• Advanced Oral English: For seamless collaboration with global teams.
• Advanced Spanish.

Special Notes

• N/A

Work Arrangement

We value flexibility to support your lifestyle. This position is available as:

• Remote

Keywords: Zendesk, Zendesk Talk, Zendesk Chat, Automations, Macros

• Configure, manage, and optimize Zendesk settings and integrations.
• Develop and maintain custom views, triggers, automations, macros.
• Ability to integrate Zendesk Talk or other telephony systems.
• Ability to integrate with Zendesk Chat or other integrated messaging tools.
• Design and generate reports and dashboards to monitor customer support metrics and KPIs.