Zenefits Platform Manager

2 weeks ago

Hyderabad, Telangana, India beBeeZendesk Full time ₹ 12,00,000 - ₹ 15,00,000

The Role: Zendesk Administrator

We're seeking an experienced and skilled individual to take on the role of Zendesk Administrator. This is a pivotal position within our organization, requiring someone who can efficiently manage and maintain our Zendesk instance.

Responsibilities will include administrative support, configuration, and maintenance of our integrated applications, as well as collaboration with key stakeholders to enhance efficiency and scalability.

  • Provide operational and administrative support within Zendesk by adhering to help requests and change management processes to ensure timely resolution and project completion
  • Identify, install, configure, and maintain applications in Zendesk to support business needs
  • Work with teams to create specific workflow configurations
  • Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated
  • Ensure workflows allow for capturing of relevant analytics that can be used for driving process improvement, 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 per business requirements
  • Periodically audit agent permissions and ensure access is appropriate
  • Agent management including creating, deactivation, role reassignment, and deactivation
  • Maintain Zendesk data integrity by employing defined processes and best practices
Requirements:

This role requires an individual with 3+ years of experience as a Zendesk System Administrator. Experience with Zendesk Suite apps (Talk, Chat, and Sell) is a plus, as well as experience working in multi-brand enabled environments. The ideal candidate will possess excellent communication and organizational skills, with the ability to multitask and work effectively in a fast-paced environment.

  • 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 ability to multitask
  • Resourceful and creative problem solver
  • Strong team player, able to work with minimal or no supervision
  • Ability to thrive in fast-paced environment and deliver timely, accurate results

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