Zendesk Administrator
M
MaxanaCustomer Support
Brazil. Mexico. Colombia. Puerto Rico. Costa Rica, US timezone overlapContractMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Artificial IntelligenceData AnalysisRESTful APIsZendesk
Requirements
- 3+ years of experience administering Zendesk at meaningful ticket volume.
- Experience with Zendesk Support, Explore, Guide, Talk, and Chat.
- Fluency in building non-trivial trigger and automation logic.
- Experience managing Zendesk apps and marketplace tools.
- Ability to build and interpret clean Zendesk Explore dashboards.
- Experience or strong interest in deploying Zendesk AI features such as bots and intelligent triage.
- Proficiency with AI tools in daily workflows.
- Strong written and spoken English.
- Availability during US business hours.
Responsibilities
- Manage users, roles, groups, brands, and views to ensure configuration remains clean.
- Design and maintain triggers, automations, macros, and SLA policies.
- Manage and troubleshoot integrations with telephony, messaging, and billing systems.
- Build and maintain Zendesk Explore dashboards to report on volume, response times, and CSAT.
- Partner with CX leadership to identify friction points and improve routing, forms, and self-service flows.
- Onboard new agents, document processes, and serve as the primary resource for Zendesk-related support.
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