Workflow Solutions Specialist, Zendesk

This is a fully remote position, open to applicants in California.

📋 Description

• Collaborate with stakeholders from Revenue, Operations, and Executive teams to grasp their workflow aspirations and challenges.

• Develop and implement end-to-end workflows that may integrate multiple platforms (Salesforce, Zendesk, Slack, internal APIs, etc.).

• Create tailored automations utilizing APIs, webhooks, and integration platforms when standard features are insufficient.

• Manage and enhance the Zendesk instance for our support and operations teams.

• Design intricate ticket routing, triggers, automations, and macros.

• Construct and uphold custom applications, integrations, and extensions.

• Generate and oversee views, reports, and dashboards that inform operational decisions.

• Administer user permissions, groups, and organizational frameworks.

• Assist the Business Systems & Operations team in developing new system architecture.

• Create custom objects, fields, validation rules, and flows.

• Develop reports and dashboards for the Revenue and Operations teams.

• Establish and maintain API connections among business systems.

• Write and debug webhook configurations.

• Document technical implementations and integration architectures.

• Proactively identify workflow inefficiencies and suggest improvements.

• Anticipate business needs by understanding forthcoming initiatives and laying the technical foundation.

• Work with Management to formulate best practices for system requests and implementations.

⛳️ Requirements

• Over 5 years of experience in administering Zendesk, including advanced configuration (automations, triggers, apps, extensions, and custom integrations).

• More than 2 years of experience managing a Salesforce instance.

• At least 7 years of overall experience in business systems administration.

• Strong practical experience with APIs and integrations; comfortable reading API documentation, testing endpoints, and creating custom automations.

• Proven track record of designing workflow solutions that span various platforms and tools.

• Creative problem-solver with a focus on finding solutions rather than accepting limitations.

• Expert proficiency in report building (Salesforce, Looker, etc.).

• Demonstrated ability to juggle high-priority strategic projects with operational execution and excellence.

• Excellent communication skills to convey technical concepts to non-technical stakeholders.

• Experience with integration/automation platforms (Make, Zapier, Workato, or similar) is strongly preferred.

• Eagerness to learn and advance in your career.

• Humble and team-oriented contributor.

• Salesforce Administrator Certificate is required; Advanced Certificate is a plus.

• Zendesk certification is an advantage, but practical expertise is more crucial.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible working hours

• Professional development opportunities