Related skills
integrations zendesk macros automations routing📋 Description
- Own Zendesk configuration: forms, fields, macros, triggers, automations
- Design routing logic for skills, queues, and teams
- Build/manage the agent skills framework (skills, tiers, certifications)
- Monitor queue health, load balancing, and ticket routing accuracy
- Configure and maintain integrations across tools and reporting
- Document configurations and provide training on usage and routing logic
🎯 Requirements
- Experience administering Zendesk or similar support CRM systems
- Experience designing routing logic or skills-based systems at scale
- Strong systems-thinking and analytical mindset
- High attention to detail with ability to identify risks and inconsistencies
- Experience cross-functional work with technical and non-technical stakeholders
- Ability to own and manage complex system configurations end-to-end
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