SME, Support Systems Specialist

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 (skills, tiers, certifications, queue structures).

Monitor and optimize queue health, load balancing, and ticket assignment accuracy.

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.