Zendesk Admin

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.