Customer Support Tools Specialist
Available to candidates across some countries in EuropeFull-TimeMiddle
Salary58,400 - 75,000 EUR per year
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Job Details
- Languages
- Advanced English
- Experience
- Around 1+ year is enough with clear results
- Required Skills
- RESTful APIsCRMData managementZendesk
Requirements
- Hands-on experience administering a customer support platform (Zendesk strongly preferred; 1+ year).
- Experience in workflow design and process improvement.
- Strong analytical and problem-solving skills.
- Integrations experience (native apps, REST APIs, webhooks).
- Careful, methodical approach to change management.
- Strong data-management mindset and attention to data quality.
- Advanced English and clear communication.
- Zendesk Support Administrator certification (nice to have).
- Experience with more than one support/CRM platform (e.g., Intercom, Freshdesk, Salesforce Service Cloud) (nice to have).
- Experience with workflow automation tools such as n8n, Zapier, or Make (nice to have).
Responsibilities
- Administer and configure the platform day to day — forms, fields, views, triggers, automations, macros, SLAs, routing, business rules, and roles/permissions.
- Gather requirements from the Support team and design workflows that reduce manual effort and improve efficiency.
- Build and maintain integrations with other tools using native apps, REST APIs, and webhooks.
- Keep data accurate and consistent — correct fields, tags, ticket types, and routing — so the team can trust the reporting built on top of it.
- Test changes in a sandbox before rollout, troubleshoot issues and escalations (raising support requests with the platform vendor when needed), and keep clear documentation and SOPs.
- Stay current on platform features and best practices.
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