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.
This is an on-site role based in Bogota.
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 Data Migration 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.
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.
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.
Experience with CRM platforms like Salesforce or Hubspot.
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