About this role
This is a remote position.
- Manage the entire Zendesk platform: setup, administration and advanced customization (workflows, SLAs, automations, macros, roles/permissions, escalations, API integrations).
- Serve as the primary technical point of contact for clients across Zendesk, email and phone; own tickets from initial contact through resolution and ensure SLA adherence.
- Troubleshoot and validate advanced technical issues; escalate to developers when necessary and verify fixes before client communication.
- Report, track and follow up on software bugs and technical glitches with development teams.
- Perform basic QA testing on new features/updates prior to release.
- Maintain and enhance technical documentation, product manuals, release notes and the Help Center/knowledge base (HelpJuice).
- Lead onboarding and training sessions (onsite and online) for clients and internal staff; create structured learning content and certification-based training courses.
- Contribute to and maintain course content and learning paths for GamaLearn / EduNext Academy.
- Act as the internal product/platform expert for SwiftAssess, EduNext Academy, GamaLearn and related platforms.
- Manage licensing, voucher allocation and client entitlements for platform and exam access.
- Deliver professional services as the technical lead on projects, ensuring integrations and technical aspects are handled seamlessly.
- Collect client feedback (surveys, channel insights) and feed input into product and service improvements.
- Support recruitment by coordinating technical assessments, onboarding and training for new hires.
- Maintain continuous product knowledge, improve inter-department collaboration and be available occasionally outside regular hours (including weekends) during critical project phases.
Requirements
- 2–4 years relevant experience in technical support, platform administration or similar roles.
- Proven experience administering and customizing Zendesk (workflows, SLA management, automations, macros, escalations, roles/permissions, API integrations).
- Strong technical troubleshooting skills with the ability to validate and escalate issues appropriately.
- Experience performing basic QA testing and coordinating bug reporting/resolution with developers.
- Excellent verbal and written communication skills for clear client interaction throughout the support lifecycle.
- Demonstrated experience creating and maintaining technical documentation, user manuals and internal knowledge bases (HelpJuice or similar).
- Ability to lead onboarding sessions, training workshops and certification-based courses for clients and internal teams.
- Experience managing licenses, vouchers and client entitlements.
- Familiarity with customer feedback collection and continuous improvement practices.
- ITIL v4 or equivalent IT service management certification (or willingness to obtain).
- Demonstrated ability to lead technical aspects of project delivery and contribute cross-departmentally.
Nice
- Experience with educational/edtech platforms such as SwiftAssess, EduNext Academy or GamaLearn.
- Experience building custom API integrations and working with no-code/automation platforms (Power Apps, Power Automate).
- Prior experience running certification-based training programs.
- CompTIA A+ or other technical certifications.
- Familiarity with other customer support tools beyond Zendesk.
- Background in software development processes and close collaboration with engineering teams.
- Prior experience in professional services delivery or technical project leadership.