Zendesk Specialist

2 weeks ago

India Nivoda Full time

Job Summary Zendesk and HubSpot Specialist to optimize our customer support processes enhance team workflows and ensure a seamless customer experience The individual will have hands-on experience with Zendesk and HubSpot configuration integration and reporting Key Responsibilities System Administration Configure and maintain Zendesk Support Guide Chat Help Centre Explore reporting etc to align with business needs Support HubSpot changes as needed to align with business requirements Create and optimize workflows macros triggers automations and SLAs Manage user roles permissions and profiles - onboarding offboardingIntegration Integrate Zendesk with third-party tools CRM analytics and internal systems Troubleshoot and resolve integration issues promptly Support Optimization Collaborate with Global Customer Support Manager Teams to streamline processes and improve efficiency Develop self-service resources such as FAQs help articles and knowledge bases can support with help center content management and how to guides Implement and maintain AI-powered features like chatbots and self-service widgets decagon integration support along side zendesk Analytics and Reporting Generate and analyze reports using Zendesk Explore to track performance metrics CSAT response resolution times ticket volume etc Provide insights to the Global Customer Support Manager and recommend actionable improvements Training and Support Train team members on Zendesk features and best practices Serve as the primary point of contact for Zendesk-related inquiries and issues Qualifications and Skills Experience Proven experience as a Zendesk Administrator Specialist minimum 2-3 years Proven experience with HubSpot as Administrator minimum 2-3 years Familiarity with multi-channel support environments email chat phone social Technical Skills Expertise in configuring Zendesk Support Suite and associated toolsExpertise in configuring HubSpot and associated toolsExperience with API integrations and basic scriptingProficiency with analytics and reporting toolsSoft Skills Strong problem-solving and analytical abilities Excellent communication skills both written and verbal Collaborative mindset and ability to work cross-functionally Preferred Qualifications Zendesk certifications e g Zendesk Support Administrator or Guide Specialist Experience in customer experience CX strategy or customer supportKnowledge of AI tools and automation solutions within Zendesk and HubSpotHands-on experience as an admin in a highly customized high-volume Zendesk environment Support Guide QA and more Fluent in Zendesk objects Forms Fields Triggers Automations APIs etc and comfortable diving into configurations workflows and integrations Experience working with cross-functional teams and communicating with both techies and non-techies Comfortable building relationships and thriving in a remote-first environment Nivoda

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