Zendesk Specialist

Position:

Experience:

Employment Type:

Location:

About the Role

Zendesk Specialist

You will work closely with support teams, product teams, and cross-functional stakeholders to ensure Zendesk is configured for maximum efficiency, automation, and customer satisfaction.

Key Responsibilities

Zendesk Setup & Configuration

• Configure Zendesk end-to-end: ticket forms, screens, user fields, views, macros, SLAs, and routing rules.
• Build and refine business rules, triggers, and automations for advanced workflow management.

Workflow Optimization

• Implement automated ticket routing, priority rules, and escalation processes.
• Enhance agent productivity through optimized macros, shortcuts, and workspace design.

Reporting & Analytics

• Build dashboards for SLA tracking, team performance, CSAT/NPS visibility, and operational metrics.
• Provide insights to improve handling time, backlog management, and operational efficiency.

Documentation & Best Practices

• Create and maintain playbooks, process documents, and SOPs.
• Define and enforce Zendesk best practices for support operations.

Integrations

• Integrate Zendesk with CRM systems, chat platforms, internal tools, and third-party apps.
• Ensure smooth data flow across systems for unified support operations.

AI Integration

• Support integration of AI chatbots, AI-guided workflows, and automated response systems.
• Optimize AI-based support flows for faster resolution and better customer experience.

Collaboration & Support

• Work closely with Customer Support teams to understand pain points and deliver enhancements.
• Provide training, documentation, and knowledge transfer to support teams.

Required Skills & Qualifications

• 5+ years of hands-on experience as a

  Zendesk Specialist / Zendesk Administrator

  .
• Deep expertise in macros, triggers, automations, views, forms, SLAs, routing, and workflows.
• Experience integrating Zendesk with CRM & third-party tools.
• Strong understanding of reporting, analytics, and dashboard creation.
• Hands-on experience improving agent productivity and customer satisfaction metrics.
• Knowledge of AI chatbot setup or AI-powered assistance tools (preferred).
• Strong communication skills and the ability to work independently in a 4-hour daily schedule.