Zendesk Specialist

October 19, 2026

POSITION SUMMARY: The Zendesk Specialist supports the administration and day to day maintenance of our Zendesk platform, including AI-powered capabilities such as Zendesk AI Agents, bots, and Copilot tools. Reporting to the Customer Service Operations Manager, this role translates operational requirements into scalable platform configurations, drives workflow efficiency, and ensures the platform scales effectively to support our growing customer base. Success in this role is measured by platform stability, workflow efficiency, AI optimization, and the actionable insights derived from Zendesk reporting. ESSENTIAL FUNCTIONS:The incumbent may be required to perform all or a combination of the following essential functions as determined by business necessity: Platform Configuration & Workflow Optimization<ul><li>Supports configuration and optimization of Zendesk workflows across all ticket channels, including ticket forms, fields, triggers, automations, macros, views, SLAs, routing, capacity rules, group assignments, and escalation workflows.</li></ul>Platform Administration & Support<ul><li>Serve as the primary administrator for all Zendesk products, performing daily monitoring and health checks and maintaining platform accuracy.</li><li>Manage user accounts, roles, permissions, groups, and organizational settings to control access and ensure data security.</li><li>Maintains existing marketplace apps and escalates integration needs or issues to IT.</li><li>Act as the technical resource for Zendesk platform issues, resolving system bugs and configuration errors quickly and effectively.</li></ul>AI & Knowledge Base Management<ul><li>Supports the build and deployment of Zendesk AI Agent use cases and Copilot/Agent Assist capabilities.</li><li>Maintains knowledge base and assist Training Specialist with the structure and settings to ensure content is organized for agents and customers and optimized for AI consumption.</li><li>Monitor AI performance (deflection rate, accuracy, CSAT impact) and present insights and recommended enhancements to the Customer Service Operations Manager for review.</li></ul>Reporting & Analytics<ul><li>Builds and maintains operational dashboards and reporting in Zendesk Explore to monitor queue health, backlog, SLA performance, response risk, agent activity, and channel-level performance.</li><li>Provides analysis of key performance indicators and support metrics to CX leadership and the outsourced partner.</li></ul>Cross-Functional Partnership & Continuous Improvement<ul><li>Partner with CX leadership, the outsourced partner, IT, and Zendesk resources to translate operational requirements into scalable platform configurations and adoption plans.</li><li>Recommend platform enhancements based on agent feedback and system performance data, and support the Customer Service Operations Manager in prioritizing the platform enhancement roadmap.</li><li>Coordinate with the Training Specialist so that training materials, SOPs, and AI responses reflect current platform configuration, brand voice, and business policies.</li></ul>Other duties as assigned. NON-ESSENTIAL FUNCTIONS:In addition to the essential functions listed above, the incumbent may be required to perform other non-essential functions. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. SPECIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. LEVEL OF SUPERVISION RECEIVED:Works under the general supervision of the Customer Service Operations Manager, who assigns work, sets priorities, and reviews completed tasks. Performs routine platform administration using established procedures and documented standards. Configuration changes, new workflows, and AI Agent updates are completed as directed and require manager approval before deployment. Escalates non-routine issues, system errors, and requests outside established procedures to the Customer Service Operations Manager. May identify and share improvement ideas based on agent feedback and platform data. EDUCATION, TRAINING and/or EXPERIENCE:Must possess a High School diploma or equivalent. 1-3 years Zendesk experience in a multi-channel contact center environment (email, messaging, and voice). Experience implementing or administering AI-powered customer service tools (Zendesk AI, bots, or similar platforms) preferred. TECHNICAL SKILLS, CERTIFICATES, and/or LICENSES:Working knowledge of Zendesk suite’s functionality and configuration.. Proven ability to build operational dashboards and custom reports in Zendesk.. Proven ability to configure workflows using triggers, automations, and macros. Preferred: Zendesk Certified Professional Administrator or Advanced Administrator certification REASONING ABILITY:Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Strong analytical skills with a track record of using data to drive system and process improvements. LANGUAGE SKILLS:Bilingual Spanish/English is preferred. Strong written and verbal communication skills with the ability to translate technical concepts to non-technical stakeholders. ENVIRONMENTAL FACTORS and/or PHYSICAL DEMANDS:Will use a computer keyboard, monitor, and mouse throughout the day. This is a remote position with occasional as needed travel to the home office in Mansfield MA. As a remote position, an ideal workspace is needed to ensure comfort and privacy for sensitive information, individual will use a computer keyboard, monitor, mouse and headset throughout the day. SUPERVISORY RESPONSIBILITY (If Applicable):This position has no direct supervisory responsibilities.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...