Zendesk Consultant

2 weeks ago

Hyderabad, Telangana, India People Tech Group Inc Full time

Role : Zendesk Consultant

Total Experience : 3 - 5 Years

Location : Hyderabad

Key Responsibilities

  • Collaborate with HR, IT, and other stakeholders to gather business requirements and translate them into Zendesk workflows.
  • Lead the design, configuration, and deployment of Zendesk modules (Support, Guide, Chat, Talk, etc.).
  • Build custom ticket forms, triggers, automations, macros, SLAs, and views.
  • Implement multi-tier workflows including onboarding, transfer, offboarding, payroll support, IT provisioning, and more.
  • Integrate Zendesk with other enterprise systems (e.g., UKG Pro, Workday, Active Directory, Slack, MS Teams).
  • Develop Help Center and knowledge base content structure.
  • Set up user roles, groups, permission schemes, and branding.
  • Conduct UAT (User Acceptance Testing), resolve issues, and refine workflows.
  • Provide training and documentation for internal users and support agents.
  • Support go-live activities and post-launch optimizations.

Qualifications

  • 3+ years of hands-on experience implementing and configuring Zendesk.
  • Proven track record of leading successful Zendesk implementations across HR, IT, or Customer Support environments.
  • Strong understanding of Zendesk features: triggers, automations, macros, SLAs, ticket fields, Guide, Chat, Talk.
  • Experience with integrations using REST APIs or iPaaS tools (e.g., Workato, Boomi, Zapier, MuleSoft).
  • Familiarity with HRIS systems like UKG Pro, Workday, or SAP SuccessFactors is a plus.
  • Excellent communication and stakeholder management skills.
  • Zendesk certifications (Admin, Guide, Support) preferred.

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