Zendesk Administrator: Elevate Contact Center Ops

Hammerjack Pty Ltd

Philippines

Hybrid

PHP 600,000 - 800,000

Full time

3 days ago

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Benefits offered by this job

Healthcare coverage day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Company-sponsored events

Job summary

MicroSourcing, Philippines-based, is seeking a Zendesk Administrator (Contact Center Platform) to manage day-to-day Zendesk administration, routing, and reporting. Hybrid work setup with openness to WFH for highly qualified candidates versed in Zendesk and related products.

You will collaborate across operations, technology, and business stakeholders to deliver reliable, scalable customer experiences. The role emphasizes governance, continuous improvement, and proactive problem solving within a

Qualifications

Extensive experience administering Zendesk in a production environment.
Experience supporting Contact Center or Customer Service 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.
Strong troubleshooting and problem-solving capabilities.
Experience supporting Business-as-Usual platform operations.
Excellent analytical, organizational, and documentation skills.
Ability to communicate effectively with both technical and non-technical stakeholders.
Experience working independently while managing multiple priorities.

Responsibilities

Platform Administration: maintain Zendesk across units; manage users, groups, roles and security settings.
Operational Support: resolve platform issues; troubleshoot routing, workflows and telephony.
Continuous Improvement: identify automation opportunities and optimize configurations.
Reporting & Analytics: build standard reports and dashboards; ensure data accuracy.
Documentation & Governance: maintain configs, release notes, and processes.
Stakeholder Collaboration: work with Operations, CX, Technology and business units to align needs.