Zendesk Specialist-KL

Doo Group; Petaling Jaya; In loco; MYR 50.000 - 85.000; Tempo pieno

Descrizione del lavoro

Doo Group is seeking a Zendesk Specialist to optimize and maintain Zendesk across the Broker Back Office. You will work with Department Heads across Trading, Risk, Fund In/Out, Payment Support, Client Experience, Compliance, Sales and Marketing to translate operational needs into robust Zendesk configurations and scalable processes.

The role focuses on data-driven decision making, KPI alignment, and governance to ensure accurate reporting and efficient ticket handling.

Competenze

• Practical experience administering Zendesk or similar ticketing/CRM platform in an operational setting.
• Strong understanding of back-office workflows, ticket lifecycle, ownership, escalation and resolution processes.
• Experience extracting, validating and analyzing system data for operational reporting and KPIs.
• Degree or equivalent in Information Technology, Computer Science, Information Systems, Business Analytics, or related discipline.

Mansioni

• Gather and define departmental SLA and KPI requirements with department heads.
• Configure and maintain Zendesk forms, fields, groups, views, triggers, automations and routing logic.
• Design ticket classifications and mandatory fields to support reliable analytics.
• Ensure data structure supports accurate reporting and dashboards.
• Review and governance of Zendesk configurations and change requests.
• Build and maintain Zendesk Explore reports and leadership dashboards.

Conoscenze

Zendesk administration

CRM systems

Ticket lifecycle

Workflow automation

Data analysis

Formazione

Degree in IT/CS or related

Strumenti

Zendesk

Descrizione del lavoro

1.The Zendesk Specialist sits within the Broker Back Office team and is responsible for ensuring Zendesk is designed, configured and maintained in a way that accurately reflects how internal departments operate.

2.The role works directly with the Department Heads of Trading, Risk, Fund Out, Fund In, Payment Support,ClientExperience, Compliance, Sales and Marketing to understand the tasks handled by each function, task ownership,escalation paths, expected turnaround time, SLA requirements, KPI definitions and the management data that needs to be captured.

3.These requirements are then translated into effective Zendesk configuration so that ticket handling, routing, SLAtracking and operational analytics accurately reflect actual performance. The role is also expected to assess the current Zendesk environment, identify gaps or inefficient configurations, and recommend a scalable setup basedon business needs and sound system design principles.

4.A core objective of the position is to ensure data is structured correctly at source so that dashboards, SLA reporting, productivity metrics and management analytics can be relied upon for decision-making.

Hiring Priorities

• Strong hands-on experience administering Zendesk, including ticket forms, custom fields, groups, views, triggers, automations, macros, routing, SLA policies, business hours, roles and permissions, Explore reporting and ticket classification.
• 2. SLA & KPI Framework Design Able to work with Department Heads to define how different tasks should be measured and convert those requirements into measurable Zendesk logic.
• 3. Business Requirement Gathering Comfortable engaging senior operational stakeholders, challenging unclear requirements and translating business processes into practical system design.
• 4. Operational Analytics Understands that reliable reporting depends on reliable ticket structure, classifications, timestamps, statuses and workflow logic.
• 5. System Assessment & Governance Able to review an existing Zendesk setup, identify conflicting or inefficient configurations and recommend a

Key Responsibilities:

1. Department SLA & KPI Requirement Gathering

• Engage the Department Heads of Trading, Risk, Fund Out, Fund In, Payment Support, Client Experience,Compliance, Sales and Marketing to understand the tasks handled by each department.
• Document task categories, ownership, escalation points, expected turnaround times, operational dependencies and the required performance measures.
• Define the appropriate SLA and KPI measurement for each task type together with the respective Department Head.
• Determine whether different task types require different SLA conditions based on priority, complexity, business hours, client segment or workflow.
• Maintain a central record of approved task definitions, SLA targets, KPI definitions, ownership and escalation logic.
• Ensure agreed measurement logic is documented and approved before configuration is implemented in Zendesk.
• Review SLA and KPI requirements periodically as business processes evolve.

2. Zendesk Configuration & Workflow Implementation

• Translate approved departmental workflows, SLA and KPI requirements into Zendesk configuration.
• Configure and maintain ticket forms, custom fields, groups, views, triggers, automations, macros and routing logic.
• Configure SLA policies, business hours and measurement conditions so performance is captured correctly.
• Design ticket classifications and mandatory fields that support reliable operational analytics.
• Ensure routing logic sends tickets to the correct team with minimal unnecessary reassignment.
• Standardise configuration across departments where appropriate while preserving legitimate operational differences.
• Test configuration changes before production release and coordinate UAT with relevant stakeholders.
• Maintain clear documentation for Zendesk workflows and configuration logic.
• Conduct structured reviews of the existing Zendesk environment and assess whether the current setup is clear, scalable and aligned with operational requirements.
• Identify duplicated, outdated, unnecessary or conflicting forms, fields, triggers, automations, tags, views, groups,macros and SLA policies.
• Identify historical configuration that may cause inaccurate routing, ticket classification or reporting.
• Recommend the appropriate system structure and remediation plan based on business requirements and Zendesk best practices.
• Establish governance standards for naming conventions, field creation, workflow changes and configuration ownership.
• Review change requests before implementation to ensure they do not negatively affect existing workflows, data quality or analytics.
• Maintain a change log for material Zendesk configuration updates.
• Build and maintain Zendesk Explore reports and dashboards for operational teams and management.
• Ensure reports accurately capture the agreed SLA and KPI metrics for each department and task type.
• Validate that the underlying ticket structure and data model support accurate reporting.
• Investigate inconsistencies between operational reality and Zendesk reporting and correct the root cause.
• Monitor ticket volume, backlog, response time, resolution time, SLA achievement, reassignment, aging and other approved operational measures.
• Create departmental and cross-department dashboards using consistent definitions where appropriate.
• Document metric definitions so stakeholders interpret reports consistently.

3. Data Quality & Measurement Governance

• Define and maintain mandatory ticket fields and classification standards.
• Monitor incorrect, incomplete or inconsistent ticket categorisation that may affect reporting accuracy.
• Work with Team Leads and Department Heads to improve data discipline and ticket handling practices.
• Establish standard definitions for key statuses, timestamps and operational metrics.
• Perform periodic validation of dashboard results against raw ticket data.

4. Workflow & Process Improvement

• Review how departments use Zendesk and identify inefficient or unnecessarily manual processes.
• Recommend the appropriate use of forms, fields, macros, triggers, automations, SLA policies, routing, knowledge base content, reporting or integrations.
• Reduce unnecessary manual handling, reassignment and duplicated data entry.
• Challenge system requests that create complexity without a clear operational or reporting benefit.
• Support process redesign where the current workflow prevents accurate system measurement.

5. Stakeholder Management

• Act as the primary Zendesk subject-matter expert within Broker Back Office.
• Work closely with the Department Heads of Trading, Risk, Fund Out, Fund In, Payment Support, Client Experience,Compliance, Sales and Marketing.
• Conduct structured requirement-gathering sessions before implementing major Zendesk changes.
• Translate operational requirements into system design that can be understood by both business and technical stakeholders.
• Explain system limitations and recommend alternative approaches where required.
• Coordinate UAT and obtain stakeholder confirmation before major workflow changes are released.
• Provide stakeholders with visibility on system changes and their expected operational impact.

6. Documentation & Knowledge Management

• Maintain documentation for Zendesk architecture, forms, fields, trigger logic, automation logic, SLA policies, routing rules, groups and reporting definitions.
• Document approved KPI definitions and departmental workflows.
• Maintain a clear change history for major configuration updates.
• Create user guides or internal reference materials where required.
• Ensure critical system knowledge is documented and not dependent on one individual.

Candidate Profile & Experience

• Degree or equivalent qualification in Information Technology, Computer Science, Information Systems, Business Analytics, or another relevant discipline.
• Approximately 2-5 years of relevant experience in CRM or customer service systems, technical operations, system administration, platform support, or a comparable role.
• Practical experience administering Zendesk or another established ticketing / CRM platform in an operational environment.
• Good understanding of customer service and back-office workflows, including ticket lifecycle, ownership, escalation and resolution processes.
• Experience managing user permissions, system settings, workflow rules, automation and routine platform maintenance.
• Experience extracting, validating and analysing system data for operational reporting, KPI monitoring and management insights.
• Strong analytical and problem-solving ability, with the confidence to investigate system behaviour, troubleshoot workflow issues and recommend sustainable fixes.