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Zendesk Administrator

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Location:
Honduras , San Pedro Sula or Tegucigalpa

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

As the Operations Enablement Specialist, you will play a pivotal role in managing and optimizing our Zendesk platform along with all other tools used by the team. You will oversee the configuration, administration, and continuous improvement of these tools to ensure efficient and effective support operations and customer interactions.

Job Responsibility:

  • Configure Zendesk settings, including ticket forms, automations, triggers, macros, and user roles, to align with business requirements and best practices
  • Manage user accounts, permissions, and access levels for agents, supervisors, and administrators
  • Monitor system performance, troubleshoot issues, and collaborate with Zendesk support as needed to resolve technical problems
  • Oversee all other tools utilized by the CX team for chat, live channels, and other customer interaction platforms
  • Configure and optimize settings within these tools to ensure seamless integration with Zendesk and other systems
  • Stay informed about new features, updates, and best practices in these tools and recommend opportunities for expansion or enhancement
  • Analyze current support processes and workflows to identify opportunities for optimization and automation within Zendesk and other customer experience tools
  • Implement and refine workflows, ticket routing rules, and SLA policies to streamline support operations and improve response times
  • Regularly review and update knowledge base articles and self-service resources to ensure accuracy and relevance
  • Create custom reports and dashboards to track key performance metrics and KPIs
  • Analyze data to identify trends, patterns, and areas for improvement in agent performance, customer satisfaction, and operational efficiency
  • Provide insights and recommendations based on data analysis to drive informed decision-making and continuous improvement efforts
  • Serve as the primary point of contact for tool-related inquiries and escalations from the CX team
  • Ensure schedule is what is executed according to our specs, and last minute changes are made properly

Requirements:

  • Zendesk Admin Certification
  • Proven experience owning and administering a complex Zendesk instance
  • Strong hands-on knowledge of Zendesk configuration (triggers, automations, SLAs, forms, roles)
  • Experience managing CX tools and integrations
  • Ability to design scalable workflows that reduce manual work and improve response times
  • Hands-on experience with reporting, dashboards, and CX metrics (Solved tickets, SLA, CSAT, response and resolution times)
  • Comfortable serving as the primary point of contact for CX tooling issues and escalations
  • Experience partnering with WFM or Operations to ensure coverage aligns with demand and protects SLAs
  • Strong communicator with a practical, systems-thinking mindset
What we offer:
  • Hybrid working arrangements
  • Competitive base salary
  • Access to free posture-based fitness workouts from home
  • Be part of a people-first, values-driven organization
  • Work with innovative global partners and diverse teams
  • Training opportunities provided by Crescendo and outside entities
  • Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Additional Information:

Job Posted:
January 02, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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