Senior Zendesk Automation Specialist

📋 Description

• Design, implement, and maintain automation rules, workflows, and routing logic to improve first
• Conduct regular audits of existing automations to identify bottlenecks, false positives, ticket
• Improve automation performance to increase agent efficiency and ensure tickets are handled
• Develop rules based and dynamic routing to assign tickets according to language, product expertise
• Configure and maintain Zendesk ticket fields, custom views, macros, triggers, automations, business
• Collaborate with the Customer Service team to define, document, and improve operational procedures.

🎯 Requirements

• At least 5 years of experience in customer service operations, customer experience technology
• Strong hands on experience with Zendesk, including automations, triggers, business rules, macros
• Ideally, at least 2 years of direct Zendesk administration experience.
• Strong analytical skills with the ability to analyse ticket data, identify trends, and recommend
• Experience with customer experience analytics tools such as Tableau, Amplitude, or similar
• Proven experience simplifying complex processes, reducing manual work, and delivering measurable

🎁 Benefits

• Competitive Salary
• Work-Life Harmony
• Generous Time Off
• Employee Referral Program
• Comprehensive Health & Pension Benefits
• Workation Wonderland