Zendesk Solutions Specialist

1. Zendesk Assessment and Optimization

• Review and evaluate clients existing Zendesk environments, workflows, configurations, and reporting structures.
• Identify operational inefficiencies, configuration gaps, and opportunities for automation.
• Recommend improvements based on client requirements, industry best practices, and Zendesk's capabilities.
• Translate business and operational requirements into practical Zendesk solutions.

2. Zendesk Configuration and Implementation

• Independently configure, build, and maintain Zendesk environments.
• Create and optimize ticket fields, forms, views, triggers, automations, macros, SLAs, routing rules, and user permissions.
• Modify existing configurations and implement new workflows based on changing client requirements.
• Test and validate configuration changes before deployment to minimize operational disruption.
• 3. Reporting and Dashboard Development
• Build and customize reports and dashboards using Zendesk Explore.
• Develop operational reporting to monitor ticket volumes, response times, resolution times, SLA compliance, agent productivity, and other relevant KPIs.
• Customize dashboards according to client-specific reporting requirements.
• Analyze Zendesk data and recommend operational improvements.
• 4. Client Consultation and Continuous Improvement
• Work directly with clients to understand their operational challenges, requirements, and desired outcomes.
• Evaluate whether existing Zendesk capabilities can address client needs and recommend appropriate solutions.
• Proactively identify opportunities to improve efficiency, automation, reporting, and overall platform utilization.
• Document configurations, implemented changes, and recommended improvements.

Required

• Minimum of 3–5 years of hands-on experience administering, configuring, implementing, and optimizing Zendesk.
• Demonstrated experience independently building or significantly restructuring Zendesk environments.
• Proven experience assessing existing Zendesk setups and implementing improvements based on client-specific requirements.
• Advanced knowledge of Zendesk Support, including ticket management, workflows, triggers, automations, macros, SLAs, and routing.
• Strong proficiency in Zendesk Explore, including creating custom reports, metrics, and dashboards.
• Experience gathering business requirements and translating them into technical configurations.
• Ability to troubleshoot complex configurations and recommend solutions based on Zendesk best practices.
• Strong analytical, problem-solving, communication, and documentation skills.

Preferred

• Experience managing Zendesk implementations or optimization projects for multiple clients.
• Experience with Zendesk integrations, APIs, and third-party applications.
• Familiarity with Zendesk Guide, Talk, Messaging, and AI-powered features.
• Experience working with customer service, contact center, or BPO operations.
• Zendesk Administrator certification or other relevant Zendesk credentials.