Zendesk Administrator

hace 4 horas


Ciudad de México, Ciudad de México NEARSOL A tiempo completo

Zendesk Administrator & Engineer — Join Our Team

Location: Anywhere in Mexico (Work From Home )

Type: Full-Time ((US Eastern Time hours required)


About us

Headquartered in the US, NEARSOL was born into telecommunications as a captive Real Estate operation in 2006 where we rapidly obtained the knowledge and understanding of the customer service industry, evolving into a thriving Outsourcing & Implementation solutions provider.

For over 12 years, NEARSOL has served our partners with a dedication to ensure every step of their business growth is fortified with professional guidance and knowledge. We have extensive experience in process management for Captive and Contact Centers, with the best operational and technological resources we eliminate the hassle out of developing and managing a successful nearshore offshore business. We are results-driven and one hundred percent committed not only to fulfill but to surpass our partner's expectations.

Role Overview

We're looking for an experienced
Zendesk Administrator & Engineer
to join our team ahead of a
major Salesforce → Zendesk migration
. This is a critical, hands-on technical role with long-term ownership of our Zendesk environment, focused on building a scalable, multi-channel support platform from day one.

If you enjoy designing systems, optimizing workflows, and being the technical owner of a core enterprise platform, this role is for you.

About the Role

As our Zendesk Administrator & Engineer, you will:

  • Support and execute a
    Salesforce to Zendesk migration
  • Design, configure, and optimize a
    fully multi-channel Zendesk instance
  • Act as the long-term owner of
    Zendesk administration, automation, and optimization

We work with multiple Zendesk components, including
Zendesk Support, CRM, Workforce Management (WFM/WAM), Zendesk AI
, and channels such as
email, chat, messaging, voice, and integrations
.

This is a
remote role
requiring availability during
US Eastern Time (ET)
business hours.

Key Responsibilities

Zendesk Platform Ownership

  • Act as the primary administrator and technical owner of the Zendesk platform
  • Configure and manage Zendesk Support, CRM, AI, WFM/WAM, and all supported channels
  • Design and maintain workflows, triggers, automations, macros, views, SLAs, routing logic, and reporting
  • Own and optimize a multi-channel Zendesk environment
  • Ensure platform performance, scalability, security, and best practices

Salesforce → Zendesk Migration

  • Support planning and execution of the Salesforce-to-Zendesk migration
  • Assist with data mapping, field alignment, and workflow translation
  • Validate migrated data and configurations
  • Partner with stakeholders to understand existing Salesforce use cases

Zendesk AI & Automation

  • Configure and optimize Zendesk AI features
  • Identify automation opportunities to improve agent efficiency and customer experience

Workforce Management (WFM/WAM)

  • Configure and support Zendesk WFM tools
  • Assist with forecasting, scheduling, and adherence
  • Align platform configuration with operational requirements

Ongoing Optimization & Support

  • Provide ongoing administration and troubleshooting
  • Support integrations with internal and third-party tools
  • Maintain technical documentation and runbooks
  • Act as a trusted Zendesk technical advisor

Qualifications

  • Proven experience as a
    Zendesk Administrator / Engineer
  • Strong experience with
    Zendesk CRM, Support, automations, and reporting
  • Experience supporting
    multi-channel Zendesk environments
  • Hands-on experience with
    Zendesk Workforce Management (WFM/WAM)
  • Experience working with
    Zendesk AI
  • Experience supporting
    CRM or helpdesk migrations
  • Strong understanding of
    workflows, data structures, and integrations
  • Ability to collaborate during
    US Eastern Time (ET)
    business hours

English Language Requirements

  • 90%+ written and spoken English proficiency
  • Ability to communicate clearly with
    technical and non-technical stakeholders
  • Comfortable creating and maintaining
    documentation in English

Nice to Have (Bonus Skills)

  • Salesforce Administrator experience
  • Salesforce → Zendesk migration experience
  • Experience integrating Zendesk with
    Amazon Connect
    or
    Amazon Connect Experience
  • Ability to develop
    RESTful API integrations
  • Experience with
    webhooks, middleware, or automation platforms
  • Familiarity with
    contact center operations

What You'll Get

  • Competitive gross monthly salary
  • $3,200 MXN grocery vouchers
  • $1,500 MXN home office allowance
  • Flexibility + growth opportunities in a global company with multicultural teams
  • A people-first culture where your ideas matter and your work has real impact

Why You'll Love It Here

  • Fully remote
    , full-time role
  • Opportunity to
    lead a large-scale Zendesk implementation
  • Exposure to
    Zendesk AI, WFM/WAM, and multi-channel architecture
  • Long-term ownership
    of a core enterprise platform with high business impact

Apply now and let's build the future together


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