Overview
Zendesk Administrator Jobs in Cape Town, Western Cape, South Africa at amplify5
Title: Zendesk Administrator
Company: amplify5
Location: Cape Town, Western Cape, South Africa
Role Overview
We are seeking a detail-oriented and technically skilled Zendesk Administrator to manage, optimize, and support our Zendesk environment. This role will be responsible for maintaining system configuration, improving workflows, and ensuring an efficient support experience for both customers and internal users.
The ideal candidate has strong experience with Zendesk products, a passion for process improvement, and the ability to collaborate across teams.
Key Responsibilities
- Administer and maintain Zendesk (Support, Guide, Talk, Chat, Explore, etc.)
- Configure and optimize workflows, triggers, automations, and macros
- Manage user roles, permissions, and system security
- Customize Zendesk to align with business processes and customer experience goals
- Monitor ticketing system performance and recommend improvements
- Build and maintain reporting dashboards using Zendesk Explore
- Troubleshoot system issues and liaise with Zendesk support when needed
- Support integration of Zendesk with other systems (CRM, APIs, third-party apps)
- Maintain documentation of configurations, processes, and updates
- Provide training and support to end-users and internal teams
Required Qualifications
- Proven experience as a Zendesk Administrator or similar role
- Strong knowledge of Zendesk features, configuration, and best practices
- Experience with automation, workflows, and system optimization
- Ability to analyze data and generate actionable insights
- Familiarity with APIs, integrations, or basic scripting is advantageous
- Excellent problem-solving and troubleshooting skills
- Strong communication and stakeholder engagement skills
- High attention to detail and organizational ability
Preferred Qualifications
- Zendesk Administrator Certification preferred
- Experience in customer support operations or customer experience environments
- Knowledge of CRM systems such as Salesforce or HubSpot
- Basic understanding of HTML/CSS for customization