Microsoft 365 Administrator managing advanced administration and customer projects. Aiming to improve productivity using Microsoft cloud technologies in a collaborative environment.
About the role
- CX Tools Administrator managing Zendesk, Intercom, Gorgias, and Gladly for a BPO company. Collaborating with internal teams to optimize customer support operations.
Responsibilities
- Serve as the primary administrator and subject matter expert for Zendesk CRM
- Support and optimize additional customer support telephony tools such as Intercom, Gorgias, and Gladly
- Customize and optimize platforms to meet client-specific needs
- Troubleshoot issues, manage escalations, and ensure high availability
- Partner with clients to design scalable workflows and reporting solutions
- Assist with analytics dashboards to monitor KPIs
- Maintain CRM data integrity and enforce privacy policies
- Train end-users and provide ongoing support
- Stay current with product updates and emerging CRM trends
Requirements
- 3+ years of hands-on experience working with Zendesk CRM
- Telephony experience supporting or administering other customer support platforms such as Intercom, Gorgias, and Gladly
- Proven experience in a BPO or call center setting
- Strong understanding of telephony integration within Zendesk
- Familiarity with omnichannel tools (e.g., Zoom CC, Five9, NICE, Genesys, Avaya)
- Ability to manage and implement integrations and 3rd-party tools
- Excellent analytical, troubleshooting, and problem-solving skills
- Strong interpersonal and communication abilities
- Zendesk certification(s) strongly preferred
Benefits
- Work-from-Home PLUS model
- Positive and encouraging culture
- Tremendous opportunities for growth
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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