MY - Zendesk Specialist

<h2>Key Responsibilities</h2><ul>
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<strong>System Architecture &amp; Setup:</strong>Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.</li>
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<strong>System Maintenance &amp; Administration:</strong>Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.</li>
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<strong>Workflow Automation:</strong>Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.</li>
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<strong>Technical Stack Ownership:</strong>Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.</li>
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<strong>Data Validation &amp; Reporting:</strong>Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.</li>
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<strong>Process &amp; System Optimization:</strong>Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.</li>
</ul><h2>Requirements</h2><ul>
<li>Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.</li>
<li>2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.</li>
<li>Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.</li>
<li>Familiarity with customer service workflows, ticket lifecycle management, and operational processes.</li>
<li>Experience managing user access, system configurations, workflow automation, and system maintenance activities.</li>
<li>Experience extracting and analyzing system data for reporting and operational insights.</li>
<li>Strong problem-solving skills with the ability to troubleshoot system and workflow issues.</li>
</ul><h2>Benefits</h2><h2>What we can offer you:</h2><ul>
<li>Life Insurances</li>
<li>Team Building</li>
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