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Hot Job Opening
Zendesk Administrator
Location
Riga
Experience
1+ years of experience
We are looking for an experienced <strong>Zendesk Administrator</strong> to join our Internal Automation team. This role is focused on <strong>automating support processes</strong>, optimizing Zendesk configuration, and reducing workload on the support team. You'll work remotely with a distributed team, taking ownership of setup, integration, and ongoing development of our Zendesk system — similarly to how a Jira admin operates. The ideal candidate has experience configuring Zendesk for large-scale support environments and is passionate about solving operational problems through smart automation. You’ll play a critical role in analyzing current workflows, proposing scalable improvements, and implementing them with confidence and precision.
01
Mission
- The mission of the Zendesk Administrator role is to enhance operational efficiency and customer satisfaction through effective use of Zendesk, driving innovation in support processes that align with OMNIC's commitment to sustainability and excellence.
02
Requirements
- 3+ years of hands-on experience with Zendesk configuration (Middle/Senior level)
- Strong understanding of REST API and Webhooks
- Deep knowledge of customer support processes, common workflows, and pain points
- Proven success optimizing support systems for teams of 100+ agents
- Ability to analyze workflows and identify automation opportunities
- Zendesk certification is highly preferred
- Exceptional communication skills: clear, proactive, and consultative
- English proficiency
- Ability to work within European time zones, but not after 21:00 local time
03
Responsibilities
- Analyze current support processes and document the “as-is” state
- Design and implement automation plans within Zendesk
- Set up and maintain Zendesk workflows, triggers, macros, and automations
- Integrate Zendesk with internal tools and third-party systems
- Monitor system performance and suggest enhancements to improve efficiency
- Reduce operator workload by increasing AI-driven responses and self-service options
- Collaborate with the support team to ensure successful deployment and adoption
- Track KPIs:
- % of tickets handled by AI
- Operator ticket load efficiency
- Report on progress and outcomes regularly to stakeholders
01
Mission
- The mission of the Zendesk Administrator role is to enhance operational efficiency and customer satisfaction through effective use of Zendesk, driving innovation in support processes that align with OMNIC's commitment to sustainability and excellence.
02
Requirements
- 3+ years of hands-on experience with Zendesk configuration (Middle/Senior level)
- Strong understanding of REST API and Webhooks
- Deep knowledge of customer support processes, common workflows, and pain points
- Proven success optimizing support systems for teams of 100+ agents
- Ability to analyze workflows and identify automation opportunities
- Zendesk certification is highly preferred
- Exceptional communication skills: clear, proactive, and consultative
- English proficiency
- Ability to work within European time zones, but not after 21:00 local time
03
Responsibilities
- Analyze current support processes and document the “as-is” state
- Design and implement automation plans within Zendesk
- Set up and maintain Zendesk workflows, triggers, macros, and automations
- Integrate Zendesk with internal tools and third-party systems
- Monitor system performance and suggest enhancements to improve efficiency
- Reduce operator workload by increasing AI-driven responses and self-service options
- Collaborate with the support team to ensure successful deployment and adoption
- Track KPIs:
- % of tickets handled by AI
- Operator ticket load efficiency
- Report on progress and outcomes regularly to stakeholders
04
Key Goals
- Align departmental objectives with overall business strategy to drive sustainable growth.
- Enhance operational efficiency through data-driven decision-making and continuous improvement.
- Foster a culture of innovation, adaptability, and strategic problem-solving.
- Ensure measurable impact on key performance indicators and long-term success.
- Develop and implement forward-thinking strategies to maintain competitive advantage.
01
Mission
- The mission of the Zendesk Administrator role is to enhance operational efficiency and customer satisfaction through effective use of Zendesk, driving innovation in support processes that align with OMNIC's commitment to sustainability and excellence.
02
Requirements
- 3+ years of hands-on experience with Zendesk configuration (Middle/Senior level)
- Strong understanding of REST API and Webhooks
- Deep knowledge of customer support processes, common workflows, and pain points
- Proven success optimizing support systems for teams of 100+ agents
- Ability to analyze workflows and identify automation opportunities
- Zendesk certification is highly preferred
- Exceptional communication skills: clear, proactive, and consultative
- English proficiency
- Ability to work within European time zones, but not after 21:00 local time
03
Responsibilities
- Analyze current support processes and document the “as-is” state
- Design and implement automation plans within Zendesk
- Set up and maintain Zendesk workflows, triggers, macros, and automations
- Integrate Zendesk with internal tools and third-party systems
- Monitor system performance and suggest enhancements to improve efficiency
- Reduce operator workload by increasing AI-driven responses and self-service options
- Collaborate with the support team to ensure successful deployment and adoption
- Track KPIs:
- % of tickets handled by AI
- Operator ticket load efficiency
- Report on progress and outcomes regularly to stakeholders
04
Key Goals
- Align departmental objectives with overall business strategy to drive sustainable growth.
- Enhance operational efficiency through data-driven decision-making and continuous improvement.
- Foster a culture of innovation, adaptability, and strategic problem-solving.
- Ensure measurable impact on key performance indicators and long-term success.
- Develop and implement forward-thinking strategies to maintain competitive advantage.
05
Opportunities and Benefits
- Remote-first position with a collaborative, results-driven culture
- Part-time role, flexible hours but must overlap with core EU business hours
- Opportunities for growth into Team Lead of Internal Automation
- Work with a proactive and experienced team, where your voice and initiative matter
- High impact role: you’ll directly influence support scalability and efficiency
Stages
Join us at OMNIC to not only contribute to our success but also to shape a more sustainable and convenient tomorrow for everyone. If you have a proven track record of achieving results and are motivated to excel in your field, we invite you to apply and be part of this meaningful change.
Riga
Management
Middle
Part-time
Benefits:
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Headquarters and Factory in Milan
Office in Riga
info@omnic.net
+371 66 222 247
Mazā Nometņu iela 31, Zemgales priekšpilsēta, LV-1002
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