MY - Zendesk Specialist

Zeal Group; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Benefits offered by this job

Life Insurance

Team Building

Job summary

Zeal Group in Kuala Lumpur is seeking a CX Systems Administrator to own, configure, and maintain our customer service platforms, including ticketing, telephony, and CRM.

You will lead end-to-end system setup, data validation, reporting, and automation to improve efficiency and support data-driven decisions. This role requires hands-on Zendesk experience, strong problem solving, and cross-team workflow optimization.

Qualifications

• Bachelor's degree in IT/CS/IS/Analytics or related field.
• 2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.
• Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.
• Familiarity with customer service workflows, ticket lifecycle management, and operational processes.
• Experience managing user access, system configurations, workflow automation, and system maintenance activities.
• Experience extracting and analyzing system data for reporting and operational insights.
• Strong problem-solving skills with the ability to troubleshoot system and workflow issues.

Responsibilities

• Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments).
• Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (Zendesk).
• Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.
• Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.
• Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.
• Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.

Education

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field

Tools

Zendesk

Job description

Key Responsibilities

• System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.


• System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.


• Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.


• Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.


• Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.


• Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.


• 2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.


• Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.


• Familiarity with customer service workflows, ticket lifecycle management, and operational processes.


• Experience managing user access, system configurations, workflow automation, and system maintenance activities.


• Experience extracting and analyzing system data for reporting and operational insights.


• Strong problem-solving skills with the ability to troubleshoot system and workflow issues.

What we can offer you:

• Life Insurances


• Team Building