Zendesk Administrator & Systems Integration Specialist

🇿🇦 WE'RE HIRING | Zendesk Administrator & Systems Integration Specialist

HEYA is looking for an experienced Zendesk Administrator & Systems Integration Specialist to support our US based client, with the ongoing management, optimisation, and improvement of its global customer service systems.

This is not a basic customer support or helpdesk role. We're looking for someone with strong, hands-on technical expertise in Zendesk administration, workflow automation, system integrations, and reporting.

The ideal candidate will be proactive, technically strong, and capable of independently identifying challenges, implementing solutions, and improving how customer service systems operate.

KEY REQUIREMENTS:

✔ Proven hands-on experience administering and configuring Zendesk Support

✔ Advanced knowledge of triggers, automations, ticket routing, SLAs, views, and custom fields

✔ Experience building dashboards and reports using Zendesk Explore

✔ Strong understanding of APIs, webhooks, and third-party system integrations

✔ Experience troubleshooting complex Zendesk workflows and integration issues

✔ Proven ability to improve customer service processes through automation and system optimisation

✔ Strong analytical, technical, and problem-solving skills

✔ Ability to work independently, manage priorities, and communicate progress clearly

✔ Experience with Zendesk Messaging, live chat, and telephony integrations will be advantageous

✔ Experience with Amazon Seller Central, Shopify, Typeform, Zapier, or similar platforms will be advantageous

✔ Exposure to AI-powered customer service tools and automated quality assurance will be a plus

KEY RESPONSIBILITIES:

• Manage and optimise Zendesk configurations, including ticket forms, fields, views, triggers, automations, macros, and SLAs
• Maintain user permissions, groups, brands, and ticket routing
• Troubleshoot technical issues and implement reliable, long-term solutions
• Identify workflow inefficiencies and introduce automation to reduce manual tasks and improve agent productivity
• Improve ticket prioritisation, backlog management, escalation processes, and SLA compliance
• Manage and troubleshoot integrations between Zendesk and third-party platforms
• Work with APIs, webhooks, and automation tools to improve system connectivity and data flow
• Investigate and resolve integration failures and data synchronisation issues
• Build and maintain Zendesk Explore dashboards covering ticket volumes, backlogs, resolution times, SLA performance, and agent productivity
• Identify recurring operational issues and recommend practical improvements
• Explore opportunities to implement AI-assisted workflows, self-service solutions, and automated quality assurance
• Assess technical requirements, propose solutions, and provide clear project estimates and timelines
• Test and validate system changes before implementation
• Maintain accurate technical documentation, standard operating procedures, and system configuration records
• Balance routine administration and troubleshooting with larger optimisation and integration projects

WHO WE'RE LOOKING FOR

We're looking for someone who doesn't just maintain Zendesk, but knows how to make it work smart.

You should understand how system configurations affect customer experience, agent productivity, and overall operational performance.

We're looking for a specialist who takes ownership from investigation through to implementation, communicates progress clearly, and delivers practical, measurable improvements without needing constant supervision.

Experience supporting international, multi-brand customer service operations will be highly advantageous.

📍 Location: Remote / In-Office

💼 Position: Full time

🕒 Time: US hours

HOW TO APPLY

Ready to take the next step?

📩 Send your CV or professional profile to recruitment@heya.team and use the subject line: Zendesk Administrator & Systems Integration Specialist.

Please include a brief overview of your Zendesk experience, examples of integrations or automation projects you have personally implemented.

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