Zendesk Pro: Optimize Support Workflows & Talk (Hybrid)

MicroSourcing; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health coverage

Bonuses

Paid time off

Group life insurance

Flexible work

Career growth

Inclusive culture

Team events

Job summary

MicroSourcing is hiring a Zendesk Expert in Ortigas, Pasig for hybrid work. You will administer Zendesk, configure workflows, manage user access, and optimize queues and voice routing.

The role collaborates with operations, technology, and business stakeholders to deliver reliable, scalable customer experiences in a fast-paced production environment. The ideal candidate will have extensive Zendesk experience, strong problem solving, and the ability to drive continuous improvement in a multi-unit

Qualifications

• Extensive experience administering Zendesk in a production environment.
• Strong knowledge of Zendesk Talk and Zendesk Support.
• Experience supporting Contact Center or Customer Service platforms.
• Proven ability configuring workflows, triggers, automations, macros, and business rules.

Responsibilities

• Platform Administration: manage Zendesk across units and teams.
• Configure users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, hours, skills-based routing, and configurations.
• Maintain IVRs, call routing, queues, and workflows.
• Create and maintain triggers, automations, macros, views, forms, and ticket fields.
• Manage Zendesk Talk configuration and related features.
• Conduct routine platform health checks and housekeeping.
• Ensure configurations follow governance and best practices.

Skills

Zendesk Admin

Zendesk Talk

Zendesk Support

CC Platform

Workflow Automation

Troubleshooting

ITSM Knowledge

Job description

MicroSourcing is hiring a Zendesk Expert in Ortigas, Pasig for hybrid work. You will administer Zendesk, configure workflows, manage user access, and optimize queues and voice routing.

The role collaborates with operations, technology, and business stakeholders to deliver reliable, scalable customer experiences in a fast-paced production environment. The ideal candidate will have extensive Zendesk experience, strong problem solving, and the ability to drive continuous improvement in a multi-unit