SME, Support Systems Specialist
Own and optimize Zendesk configuration, skills-based routing, queue health, integrations, and support workflows for high-volume contributor operations. The role partners cross-functionally to scale systems, troubleshoot issues, document processes, and improve ticket assignment accuracy.
About the job
Responsibilities
- Own end-to-end Zendesk configuration, including ticket forms, fields, macros, triggers, automations, SLAs, and views.
- Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams.
- Build and manage the support agent skills framework, including skills, tiers, certifications, and queue structures.
- Monitor and optimize queue health, load balancing, and ticket assignment accuracy.
- Configure and maintain integrations across support tools and reporting systems.
- Troubleshoot system issues and partner with Engineering or vendors when needed.
- Collaborate with Support Ops, T&S, TPMs, and Product to implement and improve workflows.
- Document system configurations, workflows, and best practices clearly.
- Provide training and guidance to stakeholders on system usage and routing logic.
Requirements
- Experience administering Zendesk or similar support CRM systems.
- Experience designing routing logic or managing skills-based systems in high-volume environments.
- Strong systems-thinking and analytical mindset.
- High attention to detail with the ability to identify risks and inconsistencies.
- Experience working cross-functionally with technical and non-technical stakeholders.
- Ability to own and manage complex system configurations end-to-end.
Nice to Haves
- Experience working with operational data, including Google Sheets, dashboards, and reporting tools.
- Familiarity with SQL or data analysis for routing optimization.
- Basic scripting knowledge with Python or JavaScript.
- Experience scaling support systems in fast-growing environments.
Skills
Zendesk, Support Crm, Routing Logic, Google Sheets, SQL, Python, JavaScript, Dashboards, Reporting Tools, Ticket Automation
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