[Hiring] Zendesk Administrator @Emapta

Role Description

Make your Zendesk expertise essential to smarter property management across America. As a Zendesk Administrator, you'll optimize support workflows, automate ticket resolution, and strengthen service efficiency across US operations. Pursue a long-term global career with Emapta, offering permanent remote flexibility, international exposure, professional growth, and a Top 1% workplace experience.

Your Career in IT Support and Property Technology

• Employment Type: Full-time
• Shift: Night Shift, Weekends Off
• Work Setup: Work From Home
• Salary: PHP 80,000 - PHP 120,000

Benefits

• Day 1 HMO coverage with a free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent work-from-home arrangement
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with a minimum of 6 months of company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms in Ortigas and Makati, with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks, including hotel and restaurant discounts and more
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• A total of 20 annual leave credits to use at your discretion, including 5 credits convertible to cash
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

• More than 3 years of hands-on Zendesk administration experience, with expertise in system configuration beyond routine ticket management
• Strong proficiency in Zendesk triggers, automations, macros, views, business rules, user permissions, and Explore
• Experience in property management, real estate, or similar service-oriented operations, strongly preferred
• Proven ability to audit, restructure, and optimize complex or inefficient Zendesk environments
• Proactive approach to identifying system inefficiencies and recommending practical improvements
• Excellent written English communication skills and the ability to produce clear, accurate technical documentation

Requirements

• Zendesk Administrator certification
• Experience with integration and automation tools, including Zapier, Make, webhooks, or the Zendesk API
• Familiarity with property management software, such as AppFolio, Buildium, Yardi, Vantaca, or similar platforms
• Experience with Zendesk AI agents, answer bots, or AI-powered customer support solutions

Your Daily Tasks

• Serve as the primary point of contact for all Zendesk-related issues raised by internal teams, and troubleshoot and resolve technical concerns promptly
• Audit the existing Zendesk environment to identify system inefficiencies and recommend improvements
• Remove duplicate or outdated triggers, macros, and views, and simplify ticket fields and forms to improve system efficiency
• Configure, maintain, and optimize Zendesk triggers, automations, macros, service-level agreements (SLAs), and ticket routing rules
• Identify repetitive manual processes and implement automated solutions through Zendesk functionality or third-party integrations
• Maintain and optimize the Zendesk Help Center and knowledge base to improve self-service capabilities and reduce repetitive support requests
• Document system configurations, workflows, and operational procedures to ensure clarity, consistency, and long-term maintainability
• Train team members on Zendesk best practices, system features, and updated workflows to improve platform utilization
• Monitor Zendesk platform updates, emerging features, and AI-powered support tools, and recommend solutions that enhance operational efficiency and customer service quality