Zendesk Specialist (Remote, Morning Shift)

HGS Offshore Staffing Solutions; Metro Manila; À distance; PHP 558 000 - 837 000; Plein temps

Résumé du poste

HGS Offshore Staffing Solutions is seeking a Zendesk Administrator to manage and improve our Zendesk platform, optimize workflows, and develop self-service resources to streamline support. You will collaborate with a Australia-based team, handle partner and customer inquiries, and drive reporting in Zendesk Explore, automation, and data accuracy across Zendesk, monday.com, and Yoobic.

The role focuses on e-commerce and pharmacy operations, delivering efficient support, testing new system

Qualifications

• 3+ years hands-on Zendesk experience.
• Experience with Zendesk workflows, automations, triggers, macros, and reporting.
• Background in customer support, helpdesk, or service desk operations.

Responsabilités

• Manage and improve Zendesk platform workflows and forms.
• Create automations, triggers, macros, and reports.
• Provide e-commerce and operational support for pharmacy services.
• Coordinate with delivery partners and onboarding processes.
• Maintain records across Zendesk, monday.com, and Yoobic.
• Generate dashboards and track support performance.
• Collaborate with cross-functional teams in Australia.

Connaissances

Zendesk administration

Customer support

Reporting and analytics

Workflow automation

Outils

Zendesk Explore

monday.com

Yoobic

Description du poste

A key part of the role is managing and improving our Zendesk platform. You will help optimise workflows, set up automations, improve reporting, and develop self-service resources to make the support process more efficient.

The ideal candidate has hands-on Zendesk experience, strong problem-solving skills, and the ability to work independently while collaborating with a team based in Australia.

Key Responsibilities

1. Partner and Customer Support

• Handle and resolve partner enquiries through Zendesk, email, and phone.

• Assist pharmacy partners with operational processes, systems, and services.

• Investigate and troubleshoot technical and operational issues.

• Escalate complex issues to IT teams, specialists, or external vendors when needed.

• Monitor support tickets and ensure timely resolution.

• Maintain accurate ticket records and provide regular updates to stakeholders.

• Deliver excellent customer and partner support.

2. Zendesk Administration and Improvement

• Manage and maintain the day-to-day operations of Zendesk.

• Create and improve ticket workflows, automations, triggers, macros, and forms.

• Identify ways to reduce manual tasks and improve support team efficiency.

• Maintain ticket categories and ensure accurate data recording.

• Create and maintain reports and dashboards using Zendesk Explore, where applicable.

• Monitor ticket volumes, response times, and recurring support issues.

• Improve help centre content and self-service resources.

• Recommend improvements to make the support process more efficient.

3. E-commerce and Operational Support

• Provide support for pharmacy e-commerce services, including online orders, fulfilment, and deliveries.

• Assist with pharmacy onboarding and system setup.

• Troubleshoot online ordering, delivery, and system integration issues.

• Coordinate with delivery partners, including Australia Post and Rendr, to resolve issues.

• Maintain accurate pharmacy account information and delivery settings.

• Assist with testing new systems, updates, and platform enhancements.

4. Systems and Administrative Support

• Maintain accurate records across Zendesk and other business systems.

• Update and manage operational trackers using monday.com.

• Assist with Yoobic administration, including content uploads and platform updates.

• Support order processing, reporting, and general administrative tasks.

• Assist with new programs, promotions, and operational projects.

5. Stakeholder and Vendor Coordination

• Build good working relationships with pharmacy partners, internal teams, and external service providers.

• Coordinate with IT, Operations, and e-commerce teams to resolve issues.

• Communicate clearly and professionally with different stakeholders.

• Follow up on outstanding issues to ensure timely resolution.

6. Reporting and Process Improvement

• Monitor support tickets, volumes, and recurring issues.

• Prepare reports and dashboards to track support performance.

• Identify opportunities to improve workflows, automation, and ticket management.

• Recommend ways to reduce repeat enquiries and improve customer support.

• Maintain accurate documentation and contribute to continuous process improvement.

Qualifications and Skills

• At least three (3) years of hands‑on experience using and administering Zendesk is highly preferred.

• Experience with Zendesk workflows, automations, triggers, macros, and reporting is an advantage.

• Experience in customer support, technical support, helpdesk, or service desk operations.