Administer and maintain the Zendesk platform, including Support, Chat, Guide, and Explore.
Configure workflows, automations, triggers, macros, SLAs, and ticket forms based on business needs.
Create and manage user roles, groups, and permission settings.
Monitor system performance and troubleshoot issues to ensure platform stability.
Generate and analyze reports and dashboards in Zendesk Explore to support performance tracking and decision-making.
Collaborate with customer support, IT, and other departments to optimize support processes and customer experience.
Integrate Zendesk with other tools (e.g., CRM, Slack, Jira) using APIs or marketplace apps.
Conduct user training, create support documentation, and promote best practices.
Stay current on Zendesk updates, new features, and industry best practices.
Work with Zendesk Support or third-party vendors to resolve complex issues or implement enhancements.

Bachelor's degree in IT, Business, or a related field (or equivalent experience).
2+ years of hands-on experience administering Zendesk Support and related modules.
Strong understanding of customer service workflows and ticket lifecycle management.
Experience with Zendesk Explore (reporting) and Guide (knowledge base).
Familiarity with APIs and system integrations.
Excellent analytical, organizational, and communication skills.

Zendesk Admin Certification (preferred).
Experience integrating Zendesk with platforms like Salesforce, Jira, or HubSpot.
Knowledge of basic scripting or web development (HTML/CSS/JavaScript) for customizing Zendesk Guide.
Experience with data import/export, ticket tagging strategies, and process automation.

Zendesk Administrator