Zoho Support Automation Specialist

We are seeking an experienced Zoho Support Automation Specialist to design, implement, and manage a complete Zoho Live Chat and Ticketing support system. This is a remote role supporting our UK-based organisation and its clients.

The ideal candidate will have hands-on experience with Zoho SalesIQ, Zoho Desk, and Zoho CRM, and will be able to set up, automate, and maintain a full customer support project from scratch.

Key Responsibilities:

• Set up Zoho SalesIQ (Live Chat) and Zoho Desk (Ticketing System) from scratch
• Create and manage automated workflows, SLAs, escalation rules, and ticket categories
• Configure chat rules, triggers, bots, and canned responses
• Integrate Zoho Live Chat with Zoho Desk, CRM, website, and email systems
• Customise dashboards, reports, and performance metrics
• Maintain and optimise the system for speed, reliability, and user experience
• Troubleshoot and resolve technical issues efficiently
• Train internal teams on using Zoho Live Chat and Ticketing tools
• Ensure compliance with UK data protection standards (GDPR awareness)

Required Technical Skills:

• Proven hands-on experience with Zoho SalesIQ & Zoho Desk
• Experience in setting up Zoho support projects from scratch
• Strong knowledge of workflow automation, blueprints, chatbots, and triggers
• Familiarity with Zoho CRM integrations
• Understanding of customer support processes and best practices
• API integration experience (preferred)
• Experience creating dashboards, reports, and SLA management

Required Experience & Soft Skills:

• Minimum 4–6 years of relevant experience in a similar Zoho support automation role
• Strong problem-solving and communication skills
• Ability to manage multiple workflows and live support environments
• Attention to detail and a systematic approach to automation
• Ability to work independently in a remote setup

Mandatory Application Requirement:

• Applicants must share details of previous Zoho projects they have worked on in the same capacity.
• Experience in a similar Zoho support automation role is strictly required.

Highly Preferred:

• Experience working with UK clients or within the UK market
• Zoho certification (SalesIQ, Desk, or CRM)
• Experience in SaaS, eCommerce, or service-based support environments

How to Apply:

If you have proven experience in building and managing Zoho Live Chat and Ticketing systems from scratch, please apply with your updated CV and details of relevant Zoho projects.

Job Types: Part-time, Temporary, Contract

Application Question(s):

• Do you have hands-on experience with Zoho SalesIQ and Zoho Desk?
• Have you set up a complete Zoho Live Chat & Ticketing system from scratch before?
• Have you created automated workflows, SLAs, escalation rules, and chat triggers in Zoho?
• Do you have experience integrating Zoho Live Chat with CRM, websites, or email systems?
• Are you able to work remotely and support UK business hours when required?
• Please provide details of Zoho projects you have worked on in a similar capacity. Include tools used (SalesIQ, Desk, CRM), key automations, and your specific responsibilities

Experience:

• Zoho Develoment: 4 years (Required)

Language:

• English (Preferred)

Work Location: Remote