Zeal Group

Multi-asset trading technology group

Zendesk Specialist

Enterprise ApplicationsConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field is required.
Two to five years of experience in customer service systems, CRM administration, technical operations, system support, or related roles is required.
Hands-on experience administering customer service platforms such as Zendesk or similar ticketing and CRM systems is required.
Familiarity with customer service workflows, ticket lifecycle management, and operational processes is required.
Experience managing user access, system configurations, workflow automation, and system maintenance activities is required.
Experience extracting and analyzing system data for reporting and operational insights is required.
The role requires problem-solving skills to troubleshoot system and workflow issues.

Responsibilities

Lead the end-to-end setup of new operational systems, such as ticketing platforms, telephony entities, and CRM environments, including system configuration, data mapping, integrations, and deployment.
Administer core customer experience systems daily, including ticketing, telephony/VoIP, and CRM platforms such as Zendesk.
Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance, while supporting data extraction and reporting requirements.
Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve departmental efficiency.
Own core customer experience tools, including ticketing, telephony/VoIP, CRM, and help desk platforms, ensuring seamless integrations through APIs, webhooks, and third-party services.
Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.
Evaluate customer service workflows, system utilization, and operational processes, and recommend enhancements to improve efficiency, scalability, and user experience.

MY - Zendesk Specialist

Zeal Group · Kuala Lumpur, Malaysia · Full-time · Posted 2026-06-03

Workplace: on_site

Department: Customer service

Description

Key Responsibilities

System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.
System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.
Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.
Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.
Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.
Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.

Requirements

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.
2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.
Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.
Familiarity with customer service workflows, ticket lifecycle management, and operational processes.
Experience managing user access, system configurations, workflow automation, and system maintenance activities.
Experience extracting and analyzing system data for reporting and operational insights.
Strong problem-solving skills with the ability to troubleshoot system and workflow issues.

Benefits

What we can offer you:

Life Insurances
Team Building

Apply

Apply at Zeal Group

About the Company

Zeal Group

Multi-asset trading technology group

Zeal Group operates as a group of regulated financial institutions and trading-technology businesses. It provides multi-asset trading platforms, execution, liquidity, market data, and related services for retail and institutional participants. In practice, technology and commercial teams operate alongside risk, compliance, operations, finance, and customer support. The profile is Zeal Group and avoids implying that trading products are suitable for every user. Roles span software engineering, product, dealing, quantitative work, compliance, sales, marketing, and business operations.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: London, United Kingdom
Founded: 2017

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