REQUIREMENTS

• Minimum 3 years Zendesk Assistant experience, particularly with custom workflow configuration and optimisation
• Frontend development skills using React (JavaScript/TypeScript) or Flutter (Dart)
• Backend development expertise with Firebase Cloud Functions (Node.js)
• Senior-level full stack experience with Firebase is essential
• Experience with RESTful APIs, webhooks, and OAuth-based integrations
• Proven ability to work independently in a remote, fast-paced, and agile environment

ABOUT THE ROLE

FDM is a global business and technology consultancy seeking a Zendesk Assistant to work for our client within the public sector. This is initially a 6-month contract with the potential to extend and will be a fully remote role.
This position involves supporting the client with various Zendesk-related tasks, including configuring their instances, providing contextual guidance, implementing best practices with APIs, and building custom apps. The focus is on assisting a project team with an existing custom complaints workflow. This role goes beyond basic support; it’s about working closely with a project team to enhance and maintain a custom complaints workflow within Zendesk. You’ll be instrumental in configuring the Zendesk instances, guiding best practices, and building scalable solutions to meet our client’s unique support needs.

RESPONSIBILITIES

• Configure and optimise Zendesk instances, including workflows, triggers, and automations
• Develop and maintain custom Zendesk apps to extend platform functionality
• Collaborate with cross-functional teams to understand requirements and deliver scalable solutions
• Implement and manage API integrations between Zendesk and third-party systems
• Troubleshoot and resolve technical issues related to Zendesk and Firebase services
• Document technical processes and contribute to knowledge sharing within the team