Zendesk System Administrator

TL;DR

Zendesk System Administrator: Configuring, maintaining, and optimizing the customer support platform for both customers and internal stakeholders with an accent on implementing best practices, streamlining workflows, and enhancing overall efficiency. Focus on managing integrations between the ticketing system and other tools, building reports and dashboards to track key performance metrics, and implementing security measures.

Location: Hybrid type of work in Sofia, Bulgaria

Company

hirify.global is a leading technology company for the global information technology ecosystem.

What you will do

• Configure the ticketing system according to business requirements, including ticket forms, workflows, triggers, automations, and SLAs.
• Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency.
• Provide support and training to end-users and stakeholders on system functionality, best practices, and troubleshooting.
• Build and maintain reports and dashboards to track key performance metrics (e.g., ticket volume, response/resolution times, customer satisfaction).
• Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements.
• Stay current with industry best practices and emerging technologies in customer support platforms.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven experience as a Ticketing System Administrator (experience with platforms such as Zendesk, ServiceNow, Freshdesk, Jira Service Management, or similar are considered a plus).
• Strong understanding of ticketing workflows, lifecycle management, and reporting.
• Experience with APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato) is preferred.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Good communication skills in English (written & spoken).

Culture & Benefits

• Competitive salary & Bonus system.
• Additional health insurance.
• Food vouchers & Transport Allowance.
• Well-being Program & Multisport card.
• Paid holiday days increasing in time.
• Many trainings and academies, including opportunity for ACCA certification.