Zendesk Specialist

Position : Zendesk Specialist

Experience : 5+ Years

Employment Type : Half-Day (4 Hours per Day)

Location : Remote – India

About the Role

We are seeking an experienced Zendesk Specialist to own, configure, and optimize our Zendesk ecosystem. This role is ideal for a highly skilled professional who understands customer support operations and knows how to transform Zendesk into a fully optimized, automated, and data-driven support platform.

You will work closely with support teams, product teams, and cross-functional stakeholders to ensure Zendesk is configured for maximum efficiency, automation, and customer satisfaction.

Key Responsibilities

Zendesk Setup & Configuration

Configure Zendesk end-to-end : ticket forms, screens, user fields, views, macros, SLAs, and routing rules.

Build and refine business rules, triggers, and automations for advanced workflow management.

Workflow Optimization

Implement automated ticket routing, priority rules, and escalation processes.

Enhance agent productivity through optimized macros, shortcuts, and workspace design.

Reporting & Analytics

Build dashboards for SLA tracking, team performance, CSAT / NPS visibility, and operational metrics.

Provide insights to improve handling time, backlog management, and operational efficiency.

Documentation & Best Practices

Create and maintain playbooks, process documents, and SOPs.

Define and enforce Zendesk best practices for support operations.

Integrations

Integrate Zendesk with CRM systems, chat platforms, internal tools, and third-party apps.

Ensure smooth data flow across systems for unified support operations.

AI Integration

Support integration of AI chatbots, AI-guided workflows, and automated response systems.

Optimize AI-based support flows for faster resolution and better customer experience.

Collaboration & Support

Work closely with Customer Support teams to understand pain points and deliver enhancements.

Provide training, documentation, and knowledge transfer to support teams.

Required Skills & Qualifications

5+ years of hands-on experience as a Zendesk Specialist / Zendesk Administrator .

Deep expertise in macros, triggers, automations, views, forms, SLAs, routing, and workflows.

Experience integrating Zendesk with CRM & third-party tools.

Strong understanding of reporting, analytics, and dashboard creation.

Hands-on experience improving agent productivity and customer satisfaction metrics.

Knowledge of AI chatbot setup or AI-powered assistance tools (preferred).

Strong communication skills and the ability to work independently in a 4-hour daily schedule.