Senior Zendesk Support Operations Specialist

1 week ago

Chennai, Tamil Nadu, India beBeeAdministrate Full time ₹ 9,00,000 - ₹ 12,00,000
Zendesk Administrator Job Overview

This is a senior-level position responsible for managing and maintaining the Zendesk platform, ensuring seamless support operations and customer experiences.

  • Main Responsibilities:
  • Administer and maintain the Zendesk Support, Chat, Guide, and Explore platforms.
  • Configure workflows, automations, triggers, macros, SLAs, and ticket forms according to business requirements.
  • Create and manage user roles, groups, and permission settings for optimal performance.
  • Monitor system performance, troubleshoot issues, and ensure platform stability.
  • Analyze reports and dashboards in Zendesk Explore to inform decision-making and improve support processes.
  • Collaborate with cross-functional teams to enhance support processes and customer experience.
  • Integrate Zendesk with other tools using APIs or marketplace apps.
  • Develop and implement training programs, create support documentation, and promote best practices.
  • Stay up-to-date on Zendesk updates, new features, and industry best practices.
Qualifications and Requirements
  • Bachelor's degree in IT, Business, or a related field (or equivalent experience).
  • At least 2 years of hands-on experience administering Zendesk Support and related modules.
  • Demonstrated understanding of customer service workflows and ticket lifecycle management.
  • Experience with Zendesk Explore and Guide.
  • Familiarity with APIs and system integrations.
  • Excellent analytical, organizational, and communication skills.
Desirable Skills
  • Zendesk Admin Certification (desired).
  • Experience integrating Zendesk with popular platforms like Salesforce, Jira, or HubSpot.
  • Knowledge of basic scripting or web development for customizing Zendesk Guide.
  • Experience with data import/export, ticket tagging strategies, and process automation.

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