Zendesk Administrator

2 weeks ago

Chennai, India Teamware Solutions Full time

Job Description Key Responsibilities: - Administer and maintain the Zendesk platform, including Support, Chat, Guide, and Explore. - Configure workflows, automations, triggers, macros, SLAs, and ticket forms based on business needs. - Create and manage user roles, groups, and permission settings. - Monitor system performance and troubleshoot issues to ensure platform stability. - Generate and analyze reports and dashboards in Zendesk Explore to support performance tracking and decision-making. - Collaborate with customer support, IT, and other departments to optimize support processes and customer experience. - Integrate Zendesk with other tools (e.g., CRM, Slack, Jira) using APIs or marketplace apps. - Conduct user training, create support documentation, and promote best practices. - Stay current on Zendesk updates, new features, and industry best practices. - Work with Zendesk Support or third-party vendors to resolve complex issues or implement enhancements. Qualifications and Requirements: - Bachelor's degree in IT, Business, or a related field (or equivalent experience). - 2+ years of hands-on experience administering Zendesk Support and related modules. - Strong understanding of customer service workflows and ticket lifecycle management. - Experience with Zendesk Explore (reporting) and Guide (knowledge base). - Familiarity with APIs and system integrations. - Excellent analytical, organizational, and communication skills. Desirable Skills: - Zendesk Admin Certification (preferred). - Experience integrating Zendesk with platforms like Salesforce, Jira, or HubSpot. - Knowledge of basic scripting or web development (HTML/CSS/JavaScript) for customizing Zendesk Guide. - Experience with data import/export, ticket tagging strategies, and process automation.

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