Zendesk Platform Optimization Specialist Job at Advantage Tech, United States

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  • Advantage Tech
  • United States

Job Description

Zendesk Platform Optimization Specialist

Work Location: Remote Duration: 3 months

Day to day, you'll…

  • Zendesk Platform Assessment
  • Operational Efficiency & Case Management
  • Reporting & Insights
  • Workflow & Queue Optimization
  • Agent & Leadership Enablement
  • Enterprise Platform Strategy

What you'll deliver…

  • A comprehensive Zendesk environment assessment report
  • Recommendations for queue structure and workflow optimization
  • A proposed operational reporting and dashboard framework
  • Agent productivity benchmark recommendations
  • Identified opportunities for automation and efficiency gains
  • A platform strategy recommendation outlining the long-term suitability of Zendesk
  • Qualifications:

    • 5+ years of hands-on experience administering or consulting on Zendesk environments
    • Demonstrated expertise with Zendesk Support, Zendesk Explore, and workflow automation
    • Experience designing support operations reporting for both operational teams and executive leadership
    • Proven track record of improving support productivity and ticket resolution efficiency
    • Strong understanding of support metrics, including SLAs, backlog analysis, and agent productivity
    • Experience evaluating and redesigning queue structures, routing logic, and escalation processes
    • Ability to balance strategic consulting with practical, actionable recommendations
    • Strong communication skills and comfort partnering with senior stakeholders

Job Tags

Remote work

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