SME, Support Systems Specialist

About the role

In this role, you will be responsible for configuring and maintaining systems like Zendesk, designing routing logic, and building scalable frameworks that ensure tickets are assigned accurately and efficiently. As our operations continue to grow, this role will play a critical part in ensuring our support systems scale seamlessly with increasing volume and complexity.

What you'll do

• 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
• Configure and maintain integrations across support tools and reporting systems

What you need

• Zendesk
• VBA
• CRM
• SQL
• Any graduate

Good to have

• Python
• JavaScript