Zendesk Product Owner

Our client provides software, hardware and services for cash handling, payments, and self-service transaction solutions to thousands of enterprise customers throughout the world.

Their technology enables customers in retail, transportation, banking, vending and cash centers to automate their cash handling, provide a single platform for unified payments, and present their end consumers with tailored self-service applications. Central to everything we do are our IoT transaction platform (Connect-On-Device, COD) and SaaS cloud platform (Connect) which manage their devices and the transactions processed on those devices.


  • Act as internal subject matter expert in deployment project.
  • Configure, manage, and optimize Zendesk settings and integrations to align with company objectives and workflows.
  • Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.
  • Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.
  • Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members.
  • Ability to integrate Zendesk Talk or other telephony systems
  • Design and generate reports and dashboards to monitor customer support metrics and KPIs.
  • Work closely with Customer Support and Service leadership to design and implement SLAs, ticket workflows, and escalation procedures.
  • Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.
  • Ensure compliance with data privacy regulations and security best practices within Zendesk.
  • Troubleshoot and resolve any Zendesk-related issues or disruptions.
  • Stay up to date with the latest Zendesk features, best practices, and industry trends.
  • Ability to integrate with Zendesk Chat or other integrated messaging tools.


  • Strong analytical and problem-solving skills.
  • Ability to work independently in a distrusted team
  • Proficient understanding of customer support processes and best practices.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Excellent written and verbal communication skills in English.
  • Familiarity with other support tools, CRMs, and integrations is a plus.
  • Strong team player with a focus on collaboration.
  • Zendesk Support Administrator Expert certification preferred. (Preferred)
  • ITIL4 Foundations Certification or ability to obtain within 3 months of start date. (Preferred)

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