Zendesk Operations Specialist

2 days ago

Pune, Maharashtra, India beBeeOperations Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title:

Zendesk Operations Specialist

 

Job Description

The Zendesk Operations Specialist is responsible for managing the daily configuration, support, and maintenance of our Zendesk instance.

This role involves collaborating with Customer Success, Operations, and other key stakeholders to enhance efficiency and scalability.

As a member of the Revenue Operations team, you will have the opportunity to interact with highly skilled technical experts and gain cross-functional experience with tools like SFDC and Boomi.

  • Provide operational and administrative support within Zendesk by adhering to help requests and change management processes.
  • Identify, install, configure, and maintain applications in Zendesk to meet business needs.
  • Work with teams to create specific workflow configurations.
  • Review triggers, automations, views, and macros to ensure outdated items are deactivated or updated.
  • Ensure workflows allow for capturing relevant analytics for driving process improvement, client offerings, measuring agent performance, and optimizing support.
  • Pull and interpret audit logs for troubleshooting and bug resolution.
  • Create and maintain reports and dashboards including one-off data pulls to support KPIs and business needs.
  • Define and maintain agent roles based on business requirements.
  • Periodically audit agent permissions and ensure access is appropriate.
  • Manage agents, including creating, deactivation, role reassignment, and deactivation.
  • Maintain Zendesk data integrity by employing defined processes and best practices.

Required Skills & Qualifications

  • 3+ years of experience as a Zendesk System Administrator.
  • Experience with Zendesk Suite apps (Talk, Chat, and Sell) is a plus.
  • Excellent communication and organizational skills with the ability to multitask.
  • Resourceful and creative problem solver.
  • Strong team player, able to work with minimal or no supervision.
  • Ability to thrive in a fast-paced environment and deliver timely, accurate results.

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