[D6] CX System Specialist (Zendesk) - e-commerce project

Department: Operations
Report to: Operations Manager
Location: 477-479 An Duong Vuong, Binh Phu Ward, HCMC
Working time: 8:00 am - 5:50 pm, Mon-Fri (have flextime policy)

Key Responsibilities

• Administer the Zendesk Support platform, including users, groups, roles, and permissions.
• Configure ticket forms, workflows, triggers, automations, macros, views, routing rules, and SLA policies.
• Manage support channels, including Email, Live Chat, Messaging, and Zendesk Talk (if applicable).
• Configure API integrations and Marketplace Apps.
• Create and maintain reports and dashboards using Zendesk Explore.
• Perform sandbox testing, support UAT, and deploy system changes.
• Troubleshoot Zendesk configuration issues and provide technical support to internal stakeholders.
• Maintain system documentation, configuration records, and standard operating procedures (SOPs).

RESPONSIBILITIES

• Hands-on experience administering Zendesk Support or a similar system is required.
• Experience configuring Zendesk workflows, including triggers, automations, macros, views, ticket forms, and SLAs.
• Experience with Zendesk Explore or other reporting/dashboard tools is preferred.
• Experience in Customer Service Quality Assurance, Customer Support Operations, or CX Operations is an advantage.
• Advanced Excel/Google Sheets; SQL or BI tools (Power BI, Looker Studio)
• Strong analytical and problem-solving skills.
• Good communication skills in English.

BENEFITS

• Competitive salary
• 13th-month salary and performance-based bonuses aligned with both individual and company results.
• Social insurance with full salary
• Private healthcare and annual health check-ups.
• Rewards of up to 20,000,000 VND for German and English language certificates.
• Variety of engaging activities and well-being programs designed to foster team bonding and support work-life balance.
• A dynamic and inclusive work culture, fostering open communication, innovation, and continuous improvement.
• Ongoing learning and development opportunities, including on-the-job training and skill enhancement programs.
• Clear career development path, with opportunities for internal promotion based on merit and potential.