Peak Support

Compensation

Full Description

Description Location: Hybrid – Preferably based in Bacolod City Peak Support is seeking an experienced CX Tools Administrator with deep expertise in customer experience platforms—especially Zendesk—to join our growing team. This role is ideal for someone with a strong background in the BPO or call center industry who thrives in a dynamic, multi-client environment. You will be responsible for the administration, optimization, and continuous improvement of our CX and support tools, with Zendesk as the primary platform, while also supporting systems such as Intercom, Gorgias, and Gladly. You will work closely with internal teams and directly with clients to build efficient, scalable, and high-performing customer experience solutions across multiple accounts. This is an excellent opportunity for a CX systems specialist who wants to make a meaningful impact in the BPO sector. Responsibilities • Serve as the primary administrator and subject matter expert for Zendesk, including configuration, workflow creation, automation, and user management. • Support and optimize additional CX platforms including Intercom, Gorgias, and Gladly. • Customize and configure tools based on client requirements, departmental needs, and multi-tenant BPO setups. • Troubleshoot issues, manage escalations, and ensure high availability, performance, and stability across all CX platforms. • Collaborate with clients, operations teams, and internal stakeholders to design scalable workflows, integrations, and customer experience processes. • Utilize native features and third-party integrations to enhance routing, ticketing, macros, triggers, automations, and case management. • Build and maintain analytics dashboards (e.g., Zendesk Explore or similar tools) to track KPIs and operational performance. • Maintain data quality, security, and compliance in accordance with best practices and company policies. • Provide end-user training, documentation, and ongoing support to ensure efficient system adoption. • Stay up to date with platform releases and CX technology trends relevant to Zendesk, Intercom, Gorgias, Gladly, and modern contact center environments. Requirements • Zendesk Certification is required (e.g., Zendesk Support Administrator Certification or equivalent). • 3+ years of hands-on administration experience with Zendesk, with proven skills in configuration, workflow optimization, and automation. • Experience working with other CX platforms including Intercom, Gorgias, and Gladly. • Strong background in a BPO or call center environment, preferably supporting high-volume, multi-queue operations. • Understanding of telephony integrations and voice channel workflows within CX platforms. • Familiarity with omnichannel/contact center technologies such as Zoom Contact Center, Five9, NICE, Genesys, Avaya, and their integrations with CX tools. • Ability to manage and implement third-party integrations, APIs, and workflow-enhancing tools. • Excellent analytical, troubleshooting, and problem-solving skills in fast-paced support environments. • Strong communication, documentation, and client-facing skills. • Preferably based in Bacolod City due to the hybrid setup. Peak Support and our Work-from-Home PLUS model At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members