Zendesk Platform Optimization Specialist (Remote)
NPAworldwide, Kansas City, MO, United States
Job Description
Conduct a full assessment of Zendesk configuration, including workflows, automations, and ticket lifecycle. Optimize queue structures, routing logic, and escalation processes for efficiency and scalability. Design and implement reporting frameworks and dashboards for operational teams and executives. Analyze support metrics (SLAs, backlog, resolution times) to identify improvement opportunities. Recommend and implement automation strategies to reduce manual effort and improve productivity. Partner with stakeholders to develop long‑term platform strategy, including potential system enhancements or migration. Qualifications
5+ years of hands‑on Zendesk administration or consulting experience. Deep expertise in Zendesk Support, Explore, and workflow automation. Strong experience in support operations, including metrics, SLAs, and backlog management. Proven ability to design reporting frameworks and executive dashboards. Experience optimizing queue structures, routing, and escalation workflows. Strong communication skills with the ability to influence senior stakeholders. Zendesk certifications and CRM/integration experience are a plus. Salary Type: hourly Salary Min: $55 Salary Max: $64 Currency: USD
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Conduct a full assessment of Zendesk configuration, including workflows, automations, and ticket lifecycle. Optimize queue structures, routing logic, and escalation processes for efficiency and scalability. Design and implement reporting frameworks and dashboards for operational teams and executives. Analyze support metrics (SLAs, backlog, resolution times) to identify improvement opportunities. Recommend and implement automation strategies to reduce manual effort and improve productivity. Partner with stakeholders to develop long‑term platform strategy, including potential system enhancements or migration. Qualifications
5+ years of hands‑on Zendesk administration or consulting experience. Deep expertise in Zendesk Support, Explore, and workflow automation. Strong experience in support operations, including metrics, SLAs, and backlog management. Proven ability to design reporting frameworks and executive dashboards. Experience optimizing queue structures, routing, and escalation workflows. Strong communication skills with the ability to influence senior stakeholders. Zendesk certifications and CRM/integration experience are a plus. Salary Type: hourly Salary Min: $55 Salary Max: $64 Currency: USD
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