Zendesk Admin

Bullfinch Recruitment is working with a fast-growing global gaming company to find a hands-on, people-first Zendesk Administrator to join their team. In this role, you’ll take ownership of the Zendesk platform, optimise workflows, improve reporting, and ensure the support team has the tools and processes they need to deliver an excellent customer experience.

Location

We’re currently welcoming applications from candidates based in:

• Poland
• Bulgaria
• Romania
• Georgia
• Serbia
• Slovenia
• Portugal

If you’re analytical, proactive, and passionate about making technology work better for people, we’d love to hear from you.

Ready for your next opportunity? Submit your application today and tell us more about your Zendesk experience. We look forward to hearing from you!

About the role
We’re looking for a thoughtful, hands-on Zendesk Administrator to look after the platform our support teams rely on every day. You’ll make Zendesk work brilliantly for the people using it and the customers behind each ticket. It’s a role for someone who enjoys solving problems, improving how things work and being a trusted, collaborative partner to the teams around them.
What you’ll do

• Own the day-to-day administration of Zendesk, keeping it reliable, tidy and easy to use
• Build and refine triggers, automations, views, macros, forms and SLAs so agents can focus on helping customers
• Manage users, roles, groups and permissions, including onboarding new starters so they feel confident from day one
• Be the friendly go-to person for Zendesk questions, and troubleshoot issues quickly and clearly
• Create and maintain reports and dashboards that give support leaders useful insight into ticket volumes, response times and customer satisfaction
• Look after integrations, apps and channels (such as email, chat and web forms), and work with colleagues in other teams when changes affect them
• Spot opportunities to simplify processes, test improvements and roll out changes with clear communication and documentation
• Keep help articles, internal guides and configuration notes up to date so knowledge is shared across the team

What we’re looking for

• Solid hands-on experience administering Zendesk (or a comparable help desk platform), ideally a few years in a similar role
• Confident configuring workflows, business rules and reporting, and happy to dig into the detail
• Analytical and organised, with a practical approach to solving problems
• A clear, friendly communicator who can explain technical changes in simple terms
• Collaborative and proactive, someone who enjoys supporting colleagues and improving the way a team works
• Comfortable balancing day-to-day requests with longer-term improvements

Nice to have

• Experience with Zendesk integrations, APIs or apps
• Zendesk certifications
• Experience with reporting tools such as Zendesk Explore, or wider data analysis
• Experience in a customer support or service operations environment