MY - Zendesk Specialist

About this role

Key Responsibilities

• System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.

• System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.

• Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.

• Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.

• Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.

• Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.
Requirements

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.

• 2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.

• Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.

• Familiarity with customer service workflows, ticket lifecycle management, and operational processes.

• Experience managing user access, system configurations, workflow automation, and system maintenance activities.

• Experience extracting and analyzing system data for reporting and operational insights.

• Strong problem-solving skills with the ability to troubleshoot system and workflow issues.
Benefits
What we can offer you:

• Life Insurances

• Team Building