Zendesk Optimization Specialist

Job Summary

A company is looking for a Zendesk Platform Optimization Specialist for a remote, short-term contract opportunity.

Key Responsibilities

• Conduct a comprehensive review of Zendesk configuration, workflows, and ticket management processes
• Analyze ticket handling processes to improve agent productivity and resolution times
• Design reporting frameworks and recommend improvements for operational efficiency and visibility

Required Qualifications

• 5+ years of experience administering or consulting on Zendesk environments
• Expertise in Zendesk Support, Zendesk Explore, and workflow automation
• Experience in designing support operations reporting for various audiences
• Proven track record of enhancing support productivity and ticket resolution efficiency
• Strong understanding of support metrics and queue structure evaluation