Zendesk Consultant | Full Remote | German-speaking
For a strategic digitalization project, we are looking for experienced Zendesk Consultants with strong hands-on expertise in the Zendesk SaaS platform.
The goal of the project is to build and optimize a modern omnichannel customer service platform, covering Chat/Messaging, Voice, E-mail and Ticketing.
We are looking for specialists for two complementary areas:
Zendesk Solution Lead – Tech & Architecture
Your responsibilities:
- Architecture, configuration and hands-on implementation of the Zendesk Suite (Support, Talk, Chat/Messaging, Guide)
- Configuration of Omnichannel Routing, SLAs, Triggers, Automations, Views and Macros
- Integration with existing systems such as ERP/POS, CRM and order management via REST APIs, Webhooks and Middleware/iPaaS
- Setup of Zendesk Explore reporting for operational KPIs and SLA monitoring
- Implementation of security requirements and GDPR-compliant data processing
Your profile:
- Several years of practical experience with Zendesk Suite, ideally including Talk and Chat/Messaging
- Strong hands-on Zendesk configuration and implementation experience
- Experience with REST APIs, Webhooks and system integrations
- Strong understanding of routing logic, SLA design and ticketing processes
- Experience in retail or contact/service center environments is an advantage
Zendesk Operations & Process Manager
Your responsibilities:
- Design and optimization of Zendesk ticketing processes across E-mail, Chat and Voice
- Definition of routing rules, prioritization, escalation processes and business hours
- Configuration and maintenance of Triggers and Automations
- Development and maintenance of Help Center / FAQ structures
- Agent enablement and standard response concepts
- Monitoring and optimization of KPIs such as FCR, AHT and CSAT
- Continuous improvement of customer service processes
Your profile:
- Strong practical experience as a Zendesk Administrator, Consultant or Key User
- Hands-on experience with Triggers, Automations, Routing and Ticketing workflows
- Strong understanding of omnichannel contact center processes
- Analytical mindset and experience with KPI-driven service optimization
Project details
- Start: 1 October 2026
- Duration: Until 31 December 2026
- Extension: Possible
- Workload: Full-time, 5 days per week
- Location: 100% remote
- Contract: Freelance / B2B
- Rate: Negotiable
- Language: German required
- Excellent English-speaking Zendesk experts may also be considered for exceptional profiles
Important: We are specifically looking for candidates with real hands-on Zendesk experience. General customer service, CRM or contact center experience without practical Zendesk configuration expertise is not sufficient.
Zendesk Consultant | Full Remote | German-speaking Arbeitgeber: TECHFRENS | ITXSO®
Als Arbeitgeber im Gesundheitswesen bietet unser Unternehmen eine herausragende Arbeitsumgebung für SAP HCM Consultants, die Wert auf Flexibilität und langfristige Perspektiven legen. Mit einem attraktiven Tagessatz von 440 € und der Möglichkeit, 100% remote zu arbeiten, fördern wir eine ausgewogene Work-Life-Balance und unterstützen die berufliche Weiterentwicklung in einem stabilen SAP HCM Umfeld. Unsere Unternehmenskultur ist geprägt von offener Kommunikation und der Zusammenarbeit mit engagierten Fachleuten, was Ihnen die Chance gibt, Ihre Fähigkeiten in einem bedeutenden Sektor weiter auszubauen.
