Zendesk Administrator / Zendesk Solutions Specialist

Virtual Champs Global; Cebu City; In loco; PHP 670.000 - 1.339.000; Tempo pieno

Descrizione del lavoro

Virtual Champs Global is seeking an experienced Zendesk Administrator to manage and optimize Zendesk environments for clients. You will translate business requirements into practical Zendesk solutions, configure and maintain environments, and build reports and dashboards using Zendesk Explore.

You will work directly with clients to understand needs, implement changes, and document configurations. Strong troubleshooting, communication, and independence are essential for success in this role.

Competenze

• 3–5 years of hands-on Zendesk administration and configuration experience.
• Strong experience managing and optimizing Zendesk environments.
• Advanced knowledge of Zendesk Support including workflows, triggers, automations, macros, SLAs, and routing.
• Strong experience with Zendesk Explore including reports, metrics, and dashboards.
• Ability to understand business requirements and turn them into technical solutions.
• Strong troubleshooting and problem-solving skills.
• Good communication and documentation skills.
• Ability to work independently and manage client requirements.

Mansioni

• Zendesk Administration & Optimization: review and improve setups, workflows and processes.
• Zendesk Configuration & Implementation: configure and maintain Zendesk environments, set up ticket fields, views, macros, triggers, SLAs and routing rules.
• Reporting & Dashboards: create and customize reports using Zendesk Explore and track key metrics.
• Client Support & Consulting: translate business requirements into Zendesk solutions and document configurations and recommendations.

Conoscenze

Zendesk administration

Troubleshooting

Client communication

Documentation

Independence

Strumenti

Zendesk Support

Zendesk Explore

Zendesk APIs

Zendesk Guide

Zendesk Talk

Descrizione del lavoro

Role Overview

We are looking for an experienced Zendesk Administrator / Solutions Specialist to manage, optimize, and improve Zendesk environments for our clients. The ideal candidate has strong hands-on Zendesk experience and can turn business requirements into practical solutions.

Key Responsibilities

1. Zendesk Administration & Optimization

• Review and improve existing Zendesk setups, workflows, and processes.

• Identify gaps, inefficiencies, and opportunities for automation.

• Recommend solutions based on client needs and Zendesk best practices.

• Optimize Zendesk to improve efficiency and user experience.

2. Zendesk Configuration & Implementation

• Configure and maintain Zendesk environments.

• Set up and manage:

  • Ticket fields and forms

  • Views and macros

  • Triggers and automations

  • SLAs and routing rules

  • User roles and permissions

• Build and update workflows based on client requirements.

• Test changes before implementation.

3. Reporting & Dashboards

• Create and customize reports and dashboards using Zendesk Explore.

• Track key metrics such as:

  • Ticket volume

  • Response and resolution times

  • SLA performance

  • Agent productivity

• Analyze data and recommend improvements.

4. Client Support & Consulting

• Work directly with clients to understand their needs and challenges.

• Translate business requirements into Zendesk solutions.

• Recommend improvements to workflows, automation, and reporting.

• Document configurations, changes, and recommendations.

Requirements

• 3–5 years of hands-on Zendesk administration and configuration experience.

• Strong experience managing and optimizing Zendesk environments.

• Advanced knowledge of Zendesk Support, including workflows, triggers, automations, macros, SLAs, and routing.

• Strong experience with Zendesk Explore, including reports, metrics, and dashboards.

• Ability to understand business requirements and turn them into technical solutions.

• Strong troubleshooting and problem-solving skills.

• Good communication and documentation skills.

• Ability to work independently and manage client requirements.

Preferred Qualifications

• Experience handling Zendesk implementations or optimization projects for multiple clients.

• Experience with Zendesk APIs, integrations, and third-party applications.

• Knowledge of Zendesk Guide, Talk, Messaging, and AI features.

• Experience in customer service, contact center, or BPO environments.

• Zendesk Administrator certification or other relevant Zendesk certifications.