Analysis Skills, Architectural Analysis, Architectural Services, Automation, Benchmarking, Best Practices, Case Management, Communication Skills, Consulting, Customer Escalations, Knowledge Base, Knowledge Management, Leadership, Metrics, Operational Support, People Management, Performance Management, Productivity Management, Reporting Dashboards, Service Level Agreement (SLA), Strategic Planning, Workforce Planning, ZenDesk
Work Location: Remote
Duration: 3 months
Day to day, youll
Zendesk Platform Assessment- Conduct a comprehensive review of Waves Zendesk configuration, including workflows, automations, triggers, macros, and ticket lifecycle management.
- Evaluate queue structure, routing logic, and ticket categorization to ensure they support efficient case management and operational visibility.
- Identify configuration gaps or inefficiencies contributing to ticket backlog or delayed resolution.
Operational Efficiency & Case Management- Analyze end-to-end ticket handling processes to identify opportunities to improve agent productivity and resolution times.
- Help define cases-per-hour productivity benchmarks and other operational metrics to support workforce planning and performance management.
- Recommend improvements to ticket triage, escalation management, and case resolution workflows.
Reporting & Insights- Design Zendesk reporting frameworks for multiple audiences, including:
- Executive leadership (operational health, backlog trends, SLA performance)
- Operational teams (queue health, daily performance, agent productivity, aging tickets)
- Evaluate current use of Zendesk Explore and recommend improvements, enhancements, or integrations.
- Recommend dashboards that enable leadership to monitor workload distribution and performance in real time.
Workflow & Queue Optimization- Assess Zendesk queue architecture and recommend improvements that enhance routing efficiency and reporting clarity.
- Evaluate the use of tags, fields, ticket types, and automations to ensure scalability.
- Recommend best practices for organizing queues to improve ownership, visibility, and escalation pathways.
Agent & Leadership Enablement- Identify opportunities to improve agent productivity through macros, automation, workflows, and knowledge base integration.
- Recommend ways to streamline agent workflows and reduce manual effort.
- Improve management visibility through dashboards, monitoring tools, and reporting cadences.
Enterprise Platform Strategy- Evaluate whether Zendesk is optimally configured to support current and future support strategy.
- Provide guidance on scalability, integrations, and architectural improvements.
- Assess whether Zendesk remains the right long-term platform or if alternative solutions should be considered.
- Develop strategic recommendations and supporting analysis for potential platform evolution or migration.
What youll deliver
- A comprehensive Zendesk environment assessment report
- Recommendations for queue structure and workflow optimization
- A proposed operational reporting and dashboard framework
- Agent productivity benchmark recommendations
- Identified opportunities for automation and efficiency gains
- A platform strategy recommendation outlining the long-term suitability of Zendesk
Qualifications:
- 5+ years of hands-on experience administering or consulting on Zendesk environments
- Demonstrated expertise with Zendesk Support, Zendesk Explore, and workflow automation
- Experience designing support operations reporting for both operational teams and executive leadership
- Proven track record of improving support productivity and ticket resolution efficiency
- Strong understanding of support metrics, including SLAs, backlog analysis, and agent productivity
- Experience evaluating and redesigning queue structures, routing logic, and escalation processes
- Ability to balance strategic consulting with practical, actionable recommendations
- Strong communication skills and comfort partnering with senior stakeholders
A
Advantage Tech
Advantage Technical is an engineering and information technology services company. We offer 50+ years of specialty experience and an enviable network of connections for employers and job seekers alike.
We have specialization and depth in a number of critical industries including medical device, communications, product manufacturing, pharmaceuticals, chemicals, energy, semiconductor, government and defense. We also understand the commonalities and the differences across every client we serve. We will deliver the technical support you need to compete and win in the 21st century.
Advantage Technical supports our clients both locally and virtually from our regional hub and branch network and has excellent coverage for you and your organization across all of the US and Canada. Wherever you are, we will provide the highly talented resources you need to meet your goals and strengthen your business.
500 to 999 employees
https://advantagetechnical.com/