Zendesk Administrator (BOG)

Position Summary

We are seeking an experienced Zendesk Administrator with a strong technical background to lead the configuration, optimization, and integration of our Zendesk instance. The ideal candidate will be responsible for managing day-to-day Zendesk operations, handling complex data migrations, and building and maintaining API-based integrations with other systems.

This is a high-impact role requiring both strategic thinking and hands-on execution to ensure our customer support tools are optimized for efficiency and scalability.

Key Responsibilities:

Zendesk Configuration & Administration

• Manage all aspects of Zendesk, including Support, Chat, Talk, Guide, and Explore.
• Create and maintain triggers, automations, SLAs, views, macros, and custom fields.
• Monitor system health and performance, implementing improvements where needed

• Plan, execute, and validate data migrations from legacy systems or other CRMs into Zendesk.
• Clean and transform large datasets for import/export using tools like Excel, CSV editors, or ETL platforms.
• Ensure data integrity, mapping accuracy, and minimal disruption to business operations.

Integrations & API Management

• Develop and manage custom integrations between Zendesk and other platforms (e.g., Salesforce, HubSpot, Shopify, Jira, etc.).
• Utilize Zendesk REST APIs and webhooks to automate workflows and improve agent efficiency.
• Work with engineering and product teams to design scalable, secure integration architectures.
• Technical Support & Documentation
• Troubleshoot Zendesk and integration-related issues.
• Provide training and documentation for internal stakeholders and support teams.
• Stay up-to-date on Zendesk product changes and new features.

Required Skills & Qualifications

• Advanced near native English proficiency
• 3+ years of hands-on experience administering Zendesk.
• Strong proficiency in data migration, data mapping, and cleansing best practices.
• Proven experience working with Zendesk APIs and integrating with external systems.
• Working knowledge of scripting (e.g., JavaScript, Python) or middleware tools (e.g., Zapier, Workato, Tray.io, Integromat).
• Solid understanding of IT systems, databases, and SaaS infrastructure.
• Experience with reporting and analytics tools, including Zendesk Explore and third-party BI tools.
• Excellent project management, communication, and documentation skills.

Preferred Qualifications

• Zendesk Admin or App Developer Certification.
• Experience with CRM platforms like Salesforce or Hubspot.