About the Role
We are looking for a Zendesk Specialist to maintain and optimize our customer support platform, ensuring all data is accurate, up to date, and structured to support operational efficiency. You will work closely with the Customer Service team and leadership to monitor workflows, generate reports, and improve system processes, acting as the go-to expert for CRM data management.

This role is ideal for someone detail-oriented, tech-savvy, and process-driven, with a strong understanding of Zendesk or similar CRM platforms.

Schedule: 8 hours/day, 40 hours/week, rotating shifts may apply
Operation Hours: Monday–Sunday, 8:30 AM – 9:00 PM NSW Time (6:30 AM – 7:00 PM Manila Time)

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Key Responsibilities

• Act as the internal Zendesk subject matter expert, working with Zendesk support and technical teams to troubleshoot issues, resolve system problems, and assist with feature implementations, integrations, and platform enhancements.
• Collaborate with Customer Service Trainers, Team Leaders, and internal stakeholders to ensure proper system usage, support workflow changes, and maintain relevant knowledge base content.
• Maintain accurate, up-to-date data in Zendesk, including customer records, tickets, workflows, fields, forms, and routing structures to ensure the platform supports operational efficiency.
• Generate and analyse reports, dashboards, and performance metrics to support operational planning, workforce management (WFM), and tracking of agent availability, ticket volumes, and performance trends.
• Identify system inefficiencies and opportunities for improvement, and implement enhancements to Zendesk workflows, automations, triggers, macros, and ticket routing to improve support operations.
• Execute system improvements and initiatives identified by leadership and the Customer Service team, translating operational ideas into practical Zendesk configurations and solutions.

Requirements
Experience & Background

• Minimum 2 years experience working with Zendesk or similar CRM systems
• Strong understanding of customer support workflows, data management, and reporting
• Familiarity with Workforce Management processes is a plus
• Excellent attention to detail and accuracy
• Strong analytical and problem-solving skills
• Proactive and able to identify and resolve data or system issues
• Excellent communication skills to collaborate with CS team and leadership
• Technologically savvy and quick to learn new tools
• Dual monitor setup
• Reliable high-speed internet with backup power and equipment
• Proficiency with Microsoft Office Suite, particularly Excel and reporting tools

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.