Discover your 100% YOU with MicroSourcing!
Position: Zendesk Administrator
Location: Ortigas, Pasig
Work setup & shift: Hybrid | Shifting
Why join MicroSourcing
You'll Have
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
- A Collaborative Spirit: Contribute to a positive and engaging work environment through company-sponsored events and activities.
- Work-Life Harmony: Enjoy flexible work arrangements that support your personal and professional needs.
- Career Growth: Access continuous learning opportunities and career advancement programs.
- Inclusive Teamwork: Be part of a diverse and inclusive workplace where different perspectives are valued.
Your Role
As a
Zendesk Administrator (Contact Center Platform), you will manage the day-to-day administration, support, and continuous improvement of the Zendesk platform. You will work closely with Contact Center Operations, Technology teams, and business stakeholders to ensure a reliable, efficient, and scalable customer experience.
What You'll Do
- Administer Zendesk across multiple business units and operational teams.
- Manage users, groups, roles, permissions, security settings, queues, routing rules, and business hours.
- Configure and maintain IVRs, call routing, queues, overflow strategies, and operational workflows.
- Create and manage triggers, automations, macros, views, forms, ticket fields, and business rules.
- Manage Zendesk Talk, telephony settings, and related contact center features.
- Perform platform health checks, housekeeping, and routine administration.
- Troubleshoot routing, ticket workflows, telephony, access, and other platform-related issues.
- Provide second-level support to Contact Center and operational teams.
- Coordinate incidents, service requests, escalations, releases, maintenance, and configuration changes.
- Monitor platform performance and proactively address potential operational issues.
- Participate in root cause analysis and implement preventative improvements.
- Identify opportunities to automate and optimize workflows, routing, and platform processes.
- Collaborate with stakeholders to translate business requirements into Zendesk configurations.
- Configure and maintain operational reports and dashboards using Zendesk Explore or equivalent tools.
- Ensure reporting accuracy and data integrity.
- Maintain technical documentation, configuration records, workflows, and release notes.
- Support governance, change management, and audit requirements.
- Provide platform guidance, onboarding support, and basic administrator training to users.
- Evaluate new Zendesk functionality and identify opportunities for adoption.
What You Need
- Extensive experience administering Zendesk in a production environment.
- Strong knowledge of Zendesk Talk and Zendesk Support.
- Experience supporting Contact Center or Customer Service platforms.
- Hands-on experience configuring workflows, triggers, automations, macros, and business rules.
- Experience with routing, queues, IVRs, and Contact Center configurations.
- Knowledge of user administration, security roles, permissions, and access management.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience supporting Business-as-Usual platform operations.
- Excellent organizational and documentation skills.
- Strong communication skills with both technical and non-technical stakeholders.
- Ability to work independently and manage multiple priorities.
It Would Be Great If You Also Have
- Experience with Zendesk Explore reporting and dashboard development.
- Knowledge of Zendesk APIs and basic system integrations.
- Understanding of AI capabilities within the Zendesk ecosystem.
- Experience with automation initiatives and workflow optimization.
- Knowledge of customer service and Contact Center best practices.
- Exposure to ITSM and change management processes.
- Experience working with enterprise SaaS platforms.
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our strength lies in the diversity and talent of our people. We foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.
At MicroSourcing, equality is more than a slogan — it is our commitment and our way of life. We celebrate individuality, value diverse perspectives, and create opportunities for everyone to thrive.
Join us in celebrating
YOU and your 100%!
For more information, visit MicroSourcing
Terms & conditions apply.
