Hybrid Zendesk Administrator — Elevate Contact Center Excellence

MicroSourcing

Metro Manila

Hybrid

PHP 540,000 - 720,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Job summary

MicroSourcing in Ortigas, Pasig is seeking a Zendesk Administrator (Contact Center Platform) to manage day-to-day Zendesk operations, user management, routing, and reporting in a production environment. You will collaborate with Operations, Technology, and business stakeholders to optimize platform performance, implement workflows, and deliver reliable customer experiences in a hybrid work setting.

This role offers strong onboarding, healthcare coverage on day one, dependents, and performance

Qualifications

Extensive experience administering Zendesk in production.
Strong knowledge of Zendesk Talk.
Strong knowledge of Zendesk Support.
Experience supporting Contact Center platforms.
Proven experience configuring workflows, triggers, automations, macros, and business rules.
Experience administering routing, queues, IVRs, and operational configurations.
User administration, security roles, permissions, and access management.
Excellent analytical, organizational, and documentation skills.

Responsibilities

Administer Zendesk across multiple business units.
Configure users, groups, roles, permissions, and security settings.
Maintain queues, routing rules, business hours, skills-based routing, and contact center configurations.
Configure and maintain IVRs, call routing logic, queues, and operational workflows.
Create and maintain triggers, automations, macros, views, forms, ticket fields, and business rules.
Manage Zendesk Talk configuration, telephony settings, and related features.
Perform routine platform administration, health checks, and housekeeping.
Ensure platform configurations follow governance standards and documented best practices.
Investigate and resolve platform-related issues affecting users and operations.
Troubleshoot routing issues, ticket workflows, telephony, and user access problems.
Provide second-level platform support for operational teams.
Coordinate incidents, service requests, and escalations with Zendesk Support.
Support planned system changes, releases, maintenance windows, and configuration updates.
Monitor platform performance and identify potential issues.
Participate in root cause analysis and preventative improvements.
Identify opportunities to simplify and automate processes.
Recommend improvements to workflows and configuration.
Optimize agent experience through usability improvements.
Support enhancements for customer experience and productivity.
Collaborate with stakeholders to translate requirements into Zendesk changes.
Assist in evaluating new Zendesk functionality.