Zendesk Platform Specialist

7 days ago

Coimbatore, Tamil Nadu, India beBeespecialist Full time ₹ 1,20,00,000 - ₹ 1,50,00,000
Job Title: Zendesk Platform Specialist

The Zendesk Platform Specialist plays a pivotal role in the strategic management of our Zendesk instance. This encompasses day-to-day configuration, support, and maintenance of our platform.

Key Responsibilities:
  • Deliver operational and administrative support within Zendesk by adhering to best practices and change management processes to ensure timely resolution and project completion.
  • Identify, install, configure, and maintain applications in Zendesk to support business needs.
  • Collaborate with teams to create specific workflow configurations.
  • Regularly review triggers, automations, views, and macros to ensure outdated items are deactivated or updated.
  • Evaluate workflows to determine if they allow for capturing relevant analytics to drive process improvement, client offerings, measure agent performance, and optimize support.
  • Analyze audit logs for troubleshooting and bug resolution.
  • Create and maintain reports and dashboards, including one-off data pulls, to support key performance indicators (KPIs) and business needs.
  • Define and maintain agent roles per business requirements.
  • Periodically audit agent permissions to ensure access is appropriate.
  • Manage agents, including creation, deactivation, role reassignment, and deactivation.
  • Maintain Zendesk data integrity by employing defined processes and best practices.
Required Skills and Qualifications:
  • 3+ years of experience as a Zendesk System Administrator.
  • Experience with Zendesk Suite apps (Talk, Chat, and Sell) is a plus.
  • Experience working in multi-brand enabled environments 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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