Castle Group · 11 hours ago
Zendesk System Specialist
US-FL-Plantation
Full-time
Onsite
Entry, Mid Level
1+ years expCastle Group is seeking a Zendesk System Specialist to support the evolution and optimization of their customer experience platform. In this role, you will collaborate with the Director of HR Technology to enhance system performance and streamline support processes through effective configuration and cross-functional teamwork.
Real Estate
Responsibilities
Manages projects and process improvement, including applying change management experience to facilitate movement to new quality levels
Support the administration and configuration of Zendesk across all modules, including ticketing, workflows, automations, reports/dashboards, and user roles
Partner with business teams to evaluate existing processes and propose system-based solutions that improve performance, efficiency, and service delivery
Manage the implementation of approved system changes, ensuring clear communication, user training, and documentation
Assist in launching new features and functionality to end users, ensuring adoption and alignment with business goals
Regularly evaluate system usage and identify opportunities to better leverage Zendesk capabilities
Monitor system performance and user feedback to ensure a high-quality experience
Stay current on Zendesk updates and industry best practices, recommending enhancements as appropriate
Responds to inquiries from internal customers regarding system process and functionality
Performs other related duties as assigned
Qualification
Required
Bachelor's degree with concentration in Information Technology, Human Resources, or any related field strongly preferred
Advanced command of Microsoft Office suite including but not limited to; Word, Excel, Power Point and Outlook
Valid Driver's License required
1+ years of experience in system administration, ideally with Zendesk or similar platforms (e.g., Salesforce Service Cloud, Freshdesk, ServiceNow)
Experience configuring system workflows, automations, forms, and user permissions
Ability to interpret business needs and translate them into scalable technical solutions
Strong communication skills with the ability to collaborate across multiple departments
Detail-oriented with strong documentation and process mapping abilities
Strong problem-solving skills
Ability to learn new technology required
Ability to act with integrity, professionalism, and confidentiality
Able to work under pressure, maintain composure, and utilize good judgment during emergency/difficult and stressful situations
Ability to lift 10lbs. following appropriate safety procedures
Extensive use of fingers for typing and visual use of the computer monitor
Reach with hands and arms
Repeat various motions with wrists, hands, and fingers
Ability to detect auditory and visual emergency alarms
Ability to hear, understand, and respond appropriately to verbal requests made in person and over the telephone
Visual ability correctable to 20/20
Ability to stoop and bend
Preferred
Familiarity with customer service operations or support center environments is a plus
HCM system experience (UKG) is a plus
Company
Castle Group
Castle Group is a real estate firm providing property selling, buying and investment services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Craig Vaughan
President
Robert Donnelly
Founding Partner
Recent News
2025-09-04
Business Journals
2022-12-30
Company data provided by crunchbase