1. Home
  2. Remote Jobs
  3. Zendesk Specialist Ba0148

Zendesk Specialist

Job Summary:

Zendesk and HubSpot Specialist to optimize our customer support processes, enhance team workflows, and ensure a seamless customer experience. The individual will have hands-on experience with Zendesk and HubSpot configuration, integration, and reporting.

Key Responsibilities:

  • System Administration:

    • Configure and maintain Zendesk (Support, Guide, Chat, Help Centre, Explore (reporting) etc.) to align with business needs.

    • Support HubSpot changes as needed to align with business requirements.

    • Create and optimize workflows, macros, triggers, automations, and SLAs.

    • Manage user roles, permissions, and profiles. - onboarding/offboarding

  • Integration:

    • Integrate Zendesk with third-party tools (CRM, analytics, and internal systems).

    • Troubleshoot and resolve integration issues promptly.

  • Support Optimization:

    • Collaborate with Global Customer Support Manager & Teams to streamline processes and improve efficiency.

    • Develop self-service resources, such as FAQs, help articles, and knowledge bases. (can support with help center, content management and how to guides) 

    • Implement and maintain AI-powered features like chatbots and self-service widgets (decagon integration/support along side zendesk) 

  • Analytics and Reporting:

    • Generate and analyze reports using Zendesk Explore to track performance metrics (CSAT, response/resolution times, ticket volume, etc.).

    • Provide insights to the Global Customer Support Manager and recommend actionable improvements.

  • Training and Support:

    • Train team members on Zendesk features and best practices.

    • Serve as the primary point of contact for Zendesk-related inquiries and issues.

Qualifications and Skills:

  • Experience:

    • Proven experience as a Zendesk Administrator/Specialist (minimum 2-3 years)

    • Proven experience with HubSpot as Administrator (minimum 2-3 years)

    • Familiarity with multi-channel support environments (email, chat, phone, social)

  • Technical Skills:

    • Expertise in configuring Zendesk Support Suite and associated tools

    • Expertise in configuring HubSpot and associated tools

    • Experience with API integrations and basic scripting 

    • Proficiency with analytics and reporting tools

  • Soft Skills:

    • Strong problem-solving and analytical abilities.

    • Excellent communication skills, both written and verbal.

    • Collaborative mindset and ability to work cross-functionally.

Preferred Qualifications:

  • Zendesk certifications (e.g., Zendesk Support Administrator or Guide Specialist)

  • Experience in customer experience (CX) strategy or customer support

  • Knowledge of AI tools and automation solutions within Zendesk and HubSpot

  • Hands-on experience as an admin in a highly customized, high-volume Zendesk environment (Support, Guide, QA, and more).

  • Fluent in Zendesk objects (Forms, Fields, Triggers, Automations, APIs, etc.) and comfortable diving into configurations, workflows, and integrations.

  • Experience working with cross-functional teams and communicating with both techies and non-techies.

  • Comfortable building relationships and thriving in a remote-first environment.

Apply for this job

Nivoda

Category

Other

Employment type

Full-Time

Region

Asia

Location

Remote - India

Salary range

Prefer not to share

Posted

8 hours ago

Similar Jobs