Chief Support Specialist

1 day ago

Kannur, Kerala, India beBeeAdministrator Full time ₹ 9,00,000 - ₹ 12,00,000
Zendesk Administrator Position

This role involves overseeing the administrative management of Zendesk, encompassing day-to-day configuration, support, and maintenance of our instance.

The ideal candidate will work in collaboration with other teams to enhance efficiency and scalability.

Responsibilities include:

  • Providing operational and administrative support within Zendesk and integrated applications
  • Identifying, installing, configuring, and maintaining applications in Zendesk to support business needs
  • Working with teams to create specific workflow configurations
  • Periodically reviewing triggers, automations, views, and macros to ensure outdated items are deactivated or updated
  • Ensuring workflows allow for capturing relevant analytics that can be used for driving process improvement, client offerings, measuring agent performance, and optimizing support
  • Pulling and interpreting audit logs for troubleshooting and bug resolution
  • Creating and maintaining reports and dashboards including one-off data pulls to support KPIs and business needs
  • Defining and maintaining agent roles per business requirements
  • Periodically auditing agent permissions and ensuring access is appropriate
  • Agent management including creating, deactivation, role reassignment, and deactivation
  • Maintaining Zendesk data integrity by employing defined processes and best practices

Requirements:

  • At least 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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