System Management Specialist (Zendesk)

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About this role

Own the configuration, administration, and continuous optimization of the Zendesk customer support platform, ensuring the system effectively supports customer service operations.

Manage key system components including:

• Ticket workflows and triggers
• Automations and macros
• Views and SLAs
• Help Center and knowledge base structure
• User roles and permissions

Continuously improve system configurations to enhance operational efficiency and support scalability.

Customer Service Workflow Improvement

Design and optimize customer support workflows within Zendesk to improve ticket handling efficiency, response time, and resolution quality.

Identify process gaps and implement system-based solutions to support customer service teams in handling high ticket volumes effectively.

Data Monitoring & Performance Optimization

Track and analyze key operational metrics including:

• Ticket volume trends
• First response time
• Resolution rate
• Automation usage rate
• Bot fallback rate

Use data insights to optimize Zendesk automation rules, workflows, and knowledge management.

Automation & AI Enablement

Support and implement automation initiatives within the customer support ecosystem, including:

• Zendesk automation and triggers optimization
• Chatbot and Answer Bot improvements
• AI-powered customer service solutions
• RPA opportunities related to support workflows

Work closely with internal teams to improve self-service capabilities and reduce manual workload.

Cross-functional Collaboration

Collaborate with Customer Support, Product, Compliance, and Technology teams to gather system requirements, resolve operational issues, and implement enhancements.

Act as the primary liaison between customer operations and technical teams for Zendesk-related initiatives.

Issue Investigation & System Support

Troubleshoot system-related issues affecting customer service workflows, including:

• Ticket routing issues
• Automation conflicts
• System access problems
• Integration issues

Coordinate with vendors or internal technical teams to resolve system incidents in a timely manner.

Training & Documentation

Provide system training and guidance to customer support teams to ensure effective use of Zendesk features.

Maintain clear documentation for:

• System configurations
• Workflow structures
• Automation rules
• Operational guidelines

Support continuous improvement of internal knowledge management practices.

Qualifications and Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
• 3+ years of experience managing or supporting customer service systems, preferably Zendesk.
• Strong hands-on experience with Zendesk configuration, including triggers, automations, macros, ticket fields, and workflows.
• Experience working with customer service operations in high-volume environments.
• Strong analytical skills with the ability to interpret operational data and translate insights into system improvements.
• Experience with chatbots, Answer Bot, AI customer support tools, or RPA is a plus.
• Excellent communication and stakeholder management skills, with the ability to collaborate across operations and technical teams.