Zendesk Admin

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Requirements:

• Proven experience as a Zendesk Administrator/Specialist (minimum 2-3 years)
• Proven experience with HubSpot as Administrator (minimum 2-3 years)
• Familiarity with multi-channel support environments (email, chat, phone, social)
• Expertise in configuring Zendesk Support Suite and associated tools
• Expertise in configuring HubSpot and associated tools
• Experience with API integrations and basic scripting
• Proficiency with analytics and reporting tools

Responsibilities:

• Configure and maintain Zendesk (Support, Guide, Chat, Help Centre, Explore (reporting) etc.) to align with business needs.
• Support HubSpot changes as needed to align with business requirements.
• Create and optimize workflows, macros, triggers, automations, and SLAs.
• Manage user roles, permissions, and profiles. - onboarding/offboarding
• Integrate Zendesk with third-party tools (CRM, analytics, and internal systems).
• Troubleshoot and resolve integration issues promptly.
• Collaborate with Global Customer Support Manager & Teams to streamline processes and improve efficiency.
• Develop self-service resources, such as FAQs, help articles, and knowledge bases. (can support with help center, content management and how to guides)
• Implement and maintain AI-powered features like chatbots and self-service widgets (decagon integration/support along side zendesk)
• Generate and analyze reports using Zendesk Explore to track performance metrics (CSAT, response/resolution times, ticket volume, etc.).
• Provide insights to the Global Customer Support Manager and recommend actionable improvements.
• Train team members on Zendesk features and best practices.
• Serve as the primary point of contact for Zendesk-related inquiries and issues.