Zendesk Specialist

2 weeks ago

Jamnagar, India Cozzera Full time

Position: Zendesk SpecialistExperience: 5+ YearsEmployment Type: Half-Day (4 Hours per Day)Location: Remote – IndiaAbout the RoleWe are seeking an experienced Zendesk Specialist to own, configure, and optimize our Zendesk ecosystem. This role is ideal for a highly skilled professional who understands customer support operations and knows how to transform Zendesk into a fully optimized, automated, and data-driven support platform.You will work closely with support teams, product teams, and cross-functional stakeholders to ensure Zendesk is configured for maximum efficiency, automation, and customer satisfaction.Key ResponsibilitiesZendesk Setup & ConfigurationConfigure Zendesk end-to-end: ticket forms, screens, user fields, views, macros, SLAs, and routing rules.Build and refine business rules, triggers, and automations for advanced workflow management.Workflow OptimizationImplement automated ticket routing, priority rules, and escalation processes.Enhance agent productivity through optimized macros, shortcuts, and workspace design.Reporting & AnalyticsBuild dashboards for SLA tracking, team performance, CSAT/NPS visibility, and operational metrics.Provide insights to improve handling time, backlog management, and operational efficiency.Documentation & Best PracticesCreate and maintain playbooks, process documents, and SOPs.Define and enforce Zendesk best practices for support operations.IntegrationsIntegrate Zendesk with CRM systems, chat platforms, internal tools, and third-party apps.Ensure smooth data flow across systems for unified support operations.AI IntegrationSupport integration of AI chatbots, AI-guided workflows, and automated response systems.Optimize AI-based support flows for faster resolution and better customer experience.Collaboration & SupportWork closely with Customer Support teams to understand pain points and deliver enhancements.Provide training, documentation, and knowledge

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