Zendesk Administrator (Hybrid) — Elevate Contact Center Ops

MicroSourcing International; Manila; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Competitive pay

Healthcare from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Zendesk Administrator to oversee day-to-day Zendesk administration, user management, routing, and reporting. Based in Ortigas, Pasig, with hybrid work and potential WFH for top candidates.

You will partner with operations, technology, and business stakeholders to ensure a reliable, scalable customer experience, drive improvements, and maintain governance. This role requires a highly organized, tech-savvy professional with strong problem solving and documentation skills.

Qualifications

• Extensive experience administering Zendesk in production.
• Experience supporting Contact Center or customer service platforms.
• Proven ability configuring workflows, triggers, automations, macros, and business rules.
• Experience administering routing, queues, IVRs, and operational configurations.
• Strong user administration, security roles, permissions, and access management.
• Excellent analytical, organizational, and documentation skills.

Responsibilities

• Administer Zendesk across multiple business units and teams.
• Configure users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, and IVR configurations.
• Manage Zendesk Talk settings and telephony features.
• Perform health checks and system housekeeping.
• Investigate and resolve platform issues affecting users.
• Lead continuous improvement through automation and workflow enhancements.
• Configure standard operational reports and dashboards.
• Document configuration changes and governance processes.
• Collaborate with stakeholders to translate requirements into Zendesk changes.

Skills

Zendesk Administration

Production environment

Workflow configuration

Routing & IVR setup

User access management

Troubleshooting

Documentation skills

Stakeholder collaboration

Tools

Zendesk Explore

Zendesk APIs

AWS Connect

Job description

MicroSourcing is seeking a Zendesk Administrator to oversee day-to-day Zendesk administration, user management, routing, and reporting. Based in Ortigas, Pasig, with hybrid work and potential WFH for top candidates.

You will partner with operations, technology, and business stakeholders to ensure a reliable, scalable customer experience, drive improvements, and maintain governance. This role requires a highly organized, tech-savvy professional with strong problem solving and documentation skills.