Zendesk Optimization and Support Specialist

Overview

We are looking for a highly skilled Zendesk Optimization and Support Specialist to refine and maintain our Zendesk instance. The ideal candidate will play a key role in improving our support processes, enhancing the user and agent experience, and ensuring that our platform runs efficiently and cost-effectively.

This role involves closely collaborating with our internal team to assess current workflows, identify pain points, and implement tailored solutions using Zendesk best practices.

Responsibilities

• Evaluate and optimize our existing Zendesk setup, including automations, triggers, macros, and workflows.
• Implement best practices to improve ticket management, team efficiency, and customer satisfaction.
• Provide technical support and guidance to the team on Zendesk features and functionalities.
• Maintain up-to-date documentation of system configurations and process changes.
• Recommend and implement app...