Ai Engineer (System Management - Zendesk)

Hytech is a management consulting company headquartered in Australia and Singapore, focusing on providing digital transformation solutions for the fintech and Financial Services industries. Our services cover multiple areas such as back-office operation support, Human Resource Planning, payment systems, and risk control, committed to providing comprehensive and professional service support to clients.

With a team of over 2,000 professionals worldwide, we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations. Hytech always focuses on mid- and back-end solutions, without involving any front-end or transaction-related businesses, continuously helping customers achieve secure, compliant, and sustainable digital transformation.

Role Overview

We are looking for a proactive, detail-oriented, and analytical Zendesk Specialist to join our Technology & Automation team.

This role is ideal for someone who enjoys solving operational problems, improving business processes, and working with customer support technologies. You do not need to be a Zendesk expert. We will provide structured training and mentorship to help you become one. Reporting to the Senior Zendesk Specialist, you will support the day-to-day administration, optimization, reporting, and continuous improvement of our Zendesk platform across multiple business units. You will also have the opportunity to work with AI-powered customer support solutions, workflow automation, APIs, and system integrations.

Role and Responsibilities:

1. Zendesk Platform Administration

• Assist in configuring and maintaining Zendesk business rules, including Triggers, Automations, Views, Macros, Forms, Tags, and SLA policies.

• Support user management, routing configuration, and day-to-day Zendesk administration.

• Perform regular system health checks and recommend improvements to platform performance.

• Assist with testing, deployment, and documentation of new Zendesk features and enhancements.

2. Process Improvement & Problem Solving

• Investigate operational issues using a structured, step-by-step problem-solving approach.

• Analyze support workflows and recommend configuration improvements before issues

escalate.

• Document business processes and maintain internal operational documentation.

• Continuously identify opportunities to simplify workflows and reduce manual effort.

3. Reporting & Analytics

• Prepare operational reports and dashboards using Zendesk Explore, Excel, or Power BI.

• Transform raw operational data into clear dashboards, charts, and executive summaries.

• Monitor key operational KPIs and identify workflow bottlenecks or trends.

• Support management with data-driven recommendations for continuous improvement.

4. AI & Automation

• Support AI and automation initiatives, including Zendesk AI, chatbot optimization, workflow automation, WFM and API integrations.

• Assist in evaluating new technologies that improve customer support operations.

• Work closely with business stakeholders to identify automation opportunities.

Qualifications and Requirements:

Experience:

• 1–3 years of experience in customer support systems, business operations, system administration, business analysis, workflow automation, AI or automation initiatives, or process improvement.

• Exposure to AI, workflow automation, or business process improvement initiatives is a plus.