Project Description

We are looking for an experienced Zendesk specialist to set up Zendesk Suite Growth for 4 e-commerce webshops (Hungary + Romania) using only out-of-the-box features. Goal: clean, professional, fully functional multi-brand support setup with AI-powered ticket triage, automation, and reporting.

Scope of Work:

Multi-brand setup: 4 separate brands with distinct email, help widgets, and templates; single agent workspace
Email integration: Google Workspace/Gmail per brand, proper routing, SPF/DKIM/DMARC setup
Ticket routing & automation: triggers by brand, topic, urgency; SLA: first reply <4h, resolution <24h; auto-close after 48h
Agent groups & assignment: 2–4 groups, round-robin assignment, roles & permissions
Zendesk AI configuration: intelligent triage, auto-categorization, suggested replies, intent/sentiment detection
Zendesk Explore dashboard: ticket volume, response times, agent performance, weekly reports
Basic Help Center setup: simple FAQ per brand

Requirements:

3+ completed Zendesk implementations (examples required)
Multi-brand Zendesk experience
Google Workspace integration experience
Zendesk AI / Intelligent Triage setup experience
Available to start within 3–5 business days

Nice to Have:

E-commerce support workflow experience
Romanian or Hungarian language skills
Zendesk certified admin

How to Apply (mandatory):

Provide 2–3 past Zendesk implementation examples
One sentence explaining your approach to Zendesk AI triage
Estimated timeline for full scope
Confirm multi-brand experience