Zendesk Specialist

Summary

Join our team as a Zendesk and HubSpot Specialist to optimize customer support processes and enhance team workflows. You will configure and maintain Zendesk and HubSpot, integrate with third-party tools, and develop self-service resources. Responsibilities include creating workflows, managing user roles, troubleshooting integrations, generating reports, and training team members. You will need proven experience as a Zendesk and HubSpot administrator, expertise in configuring these platforms, and strong analytical and communication skills. Preferred qualifications include Zendesk certifications and experience with CX strategy. This role offers the opportunity to improve customer experience and work with a collaborative team.

Requirements

• 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)
• 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
• Strong problem-solving and analytical abilities
• Excellent communication skills, both written and verbal
• Collaborative mindset and ability to work cross-functionally

Responsibilities

• 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
• Integrate Zendesk with third-party tools (CRM, analytics, and internal systems)
• Troubleshoot and resolve integration issues promptly
• 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)
• 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
• Train team members on Zendesk features and best practices
• Serve as the primary point of contact for Zendesk-related inquiries and issues

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