Zendesk Technical Consultant — Hybrid Role with Growth

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

Benefits offered by this job

Healthcare from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Zendesk Technical Consultant to manage day-to-day Zendesk administration, routing, reports, and enhancements. You will work closely with Operations, Technology, and business stakeholders to ensure a reliable, scalable customer experience in a hybrid Ortigas-based role.

The ideal candidate brings extensive Zendesk administration experience, strong knowledge of Zendesk Talk and Support, and a track record of improving workflows and agent experience within a production

Qualifications

• Extensive experience administering Zendesk in a production environment.
• Strong knowledge of Zendesk Talk.
• Strong knowledge of Zendesk Support.
• Experience supporting Contact Center or Customer Service platforms.
• Proven experience configuring workflows, triggers, automations, macros, and business rules.
• Experience administering routing, queues, IVRs, and operational configurations.
• User administration, security roles, permissions, and access management.
• Strong troubleshooting and problem-solving capabilities.

Responsibilities

• Administer and maintain the Zendesk platform across multiple business units and teams.
• Configure and manage users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, skills-based routing, and contact center configurations.
• Configure and maintain IVRs, call routing logic, queues, overflow strategies, and workflows.
• Create and maintain triggers, automations, macros, views, forms, ticket fields, and business rules.
• Manage Zendesk Talk configuration and related features.
• Perform routine platform administration and health checks.

Skills

Zendesk administration

Zendesk Talk

Zendesk Support

Customer service platforms

Analytical skills

Tools

Zendesk platform

Zendesk Explore

Zendesk APIs

Job description

MicroSourcing is seeking a Zendesk Technical Consultant to manage day-to-day Zendesk administration, routing, reports, and enhancements. You will work closely with Operations, Technology, and business stakeholders to ensure a reliable, scalable customer experience in a hybrid Ortigas-based role.

The ideal candidate brings extensive Zendesk administration experience, strong knowledge of Zendesk Talk and Support, and a track record of improving workflows and agent experience within a production