Zendesk Platform Lead - Optimize Workflows & SLAs

JOBS360; Pampanga; On-site; PHP 700,000 - 900,000; Full time

Job summary

JOBS360 is seeking an experienced Zendesk System Administrator to own the ongoing administration, optimization, and continuous improvement of a Zendesk platform for our Australian client. You will work independently to ensure reliability, efficiency, and alignment with customer-service requirements.

Collaborating with internal stakeholders and operational teams, you will translate business needs into effective Zendesk solutions, guide best practices, and develop reports and dashboards to drive

Qualifications

• 3+ years hands-on Zendesk administration.
• Strong knowledge of Zendesk administration and configuration.
• Experience with workflows, triggers, automations, views, forms, macros, SLAs.
• Ability to work independently and own the platform.
• Strong communication and stakeholder collaboration.

Responsibilities

• Manage users, roles, permissions, groups, views, forms, and fields.
• Configure and optimize workflows to improve efficiency and customer experience.
• Manage SLAs, ticket routing, queues, notifications.
• Monitor platform performance and identify improvement opportunities.
• Maintain Zendesk documentation, configuration records, and SOPs.
• Troubleshoot Zendesk configuration and functionality issues.
• Review processes to improve efficiency and user experience.
• Develop Zendesk reports and dashboards.
• Act as the primary Zendesk point of contact for internal stakeholders.

Skills

Zendesk administration

Workflow automation

SLA management

Reporting

Stakeholder collaboration

Problem-solving

Documentation

Communication skills

Tools

Zendesk

Zendesk reporting

Job description

JOBS360 is seeking an experienced Zendesk System Administrator to own the ongoing administration, optimization, and continuous improvement of a Zendesk platform for our Australian client. You will work independently to ensure reliability, efficiency, and alignment with customer-service requirements.

Collaborating with internal stakeholders and operational teams, you will translate business needs into effective Zendesk solutions, guide best practices, and develop reports and dashboards to drive