Zendesk Consultant

SUMMARY:
Our client, a well-established and fast-growing organisation, is seeking a skilled Zendesk Administrator to oversee and optimise their customer service platform. The successful candidate will be responsible for ensuring the smooth operation of Zendesk, designing efficient workflows, and enabling teams to deliver an outstanding customer experience. This role requires a proactive professional with strong technical expertise, problem-solving ability, and the drive to implement best practice solutions.

POSITION INFO:
Key Responsibilities:

• Configure, customise, and manage the Zendesk platform (Support, Guide, Talk, and other modules).
• Develop and maintain workflows, automations, triggers, and macros to streamline service operations.
• Manage roles, groups, and permissions with accuracy and compliance.
• Monitor system performance, troubleshoot issues, and provide user support.
• Build and maintain reporting dashboards to track service levels, KPIs, and overall performance.
• Collaborate with internal teams to align platform usage with business objectives.
• Provide training and ongoing support to users, ensuring high adoption of best practices.
• Keep up to date with Zendesk product releases and recommend system enhancements.

• Proven experience as a Zendesk Administrator or in a similar systems role.
• Strong understanding of customer support processes and ticketing systems.
• Hands-on expertise in configuring automations, workflows, and dashboards.
• Knowledge of API integrations and third-party applications (desirable).
• Excellent analytical, problem-solving, and organisational skills.
• Strong communication skills and ability to train and support teams.
• Zendesk certifications are highly advantageous.

• Attention to detail with a process-driven mindset.
• Ability to work independently and as part of a team.
• Strong stakeholder management and communication abilities.
• Commitment to continuous improvement and innovation.

• A competitive salary.
• A collaborative, supportive, and progressive working environment.