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Zendesk Platform Optimization Specialist
Job Description
Job Title: Zendesk Platform Optimization Specialist
Work Location: Remote
Duration: 3 months Day to day, you’ll… Zendesk Platform Assessment
Qualifications:
- 5+ years of hands-on experience administering or consulting on Zendesk environments
- Demonstrated expertise with Zendesk Support, Zendesk Explore, and workflow automation
- Experience designing support operations reporting for both operational teams and executive leadership
- Proven track record of improving support productivity and ticket resolution efficiency
- Strong understanding of support metrics, including SLAs, backlog analysis, and agent productivity
- Experience evaluating and redesigning queue structures, routing logic, and escalation processes
- Ability to balance strategic consulting with practical, actionable recommendations
- Strong communication skills and comfort partnering with senior stakeholders
Work Location: Remote
Duration: 3 months Day to day, you’ll… Zendesk Platform Assessment
- Conduct a comprehensive review of Wave’s Zendesk configuration, including workflows, automations, triggers, macros, and ticket lifecycle management.
- Evaluate queue structure, routing logic, and ticket categorization to ensure they support efficient case management and operational visibility.
- Identify configuration gaps or inefficiencies contributing to ticket backlog or delayed resolution.
- Analyze end-to-end ticket handling processes to identify opportunities to improve agent productivity and resolution times.
- Help define cases-per-hour productivity benchmarks and other operational metrics to support workforce planning and performance management.
- Recommend improvements to ticket triage, escalation management, and case resolution workflows.
- Design Zendesk reporting frameworks for multiple audiences, including:
- Executive leadership (operational health, backlog trends, SLA performance)
- Operational teams (queue health, daily performance, agent productivity, aging tickets)
- Evaluate current use of Zendesk Explore and recommend improvements, enhancements, or integrations.
- Recommend dashboards that enable leadership to monitor workload distribution and performance in real time.
- Assess Zendesk queue architecture and recommend improvements that enhance routing efficiency and reporting clarity.
- Evaluate the use of tags, fields, ticket types, and automations to ensure scalability.
- Recommend best practices for organizing queues to improve ownership, visibility, and escalation pathways.
- Identify opportunities to improve agent productivity through macros, automation, workflows, and knowledge base integration.
- Recommend ways to streamline agent workflows and reduce manual effort.
- Improve management visibility through dashboards, monitoring tools, and reporting cadences.
- Evaluate whether Zendesk is optimally configured to support current and future support strategy.
- Provide guidance on scalability, integrations, and architectural improvements.
- Assess whether Zendesk remains the right long-term platform or if alternative solutions should be considered.
- Develop strategic recommendations and supporting analysis for potential platform evolution or migration.
- A comprehensive Zendesk environment assessment report
- Recommendations for queue structure and workflow optimization
- A proposed operational reporting and dashboard framework
- Agent productivity benchmark recommendations
- Identified opportunities for automation and efficiency gains
- A platform strategy recommendation outlining the long-term suitability of Zendesk
Qualifications:
- 5+ years of hands-on experience administering or consulting on Zendesk environments
- Demonstrated expertise with Zendesk Support, Zendesk Explore, and workflow automation
- Experience designing support operations reporting for both operational teams and executive leadership
- Proven track record of improving support productivity and ticket resolution efficiency
- Strong understanding of support metrics, including SLAs, backlog analysis, and agent productivity
- Experience evaluating and redesigning queue structures, routing logic, and escalation processes
- Ability to balance strategic consulting with practical, actionable recommendations
- Strong communication skills and comfort partnering with senior stakeholders
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