Senior Support Operations Manager

1 week ago

Thrissur, Kerala, India beBeeAdministrative Full time ₹ 10,00,000 - ₹ 15,00,000
Job Description

We are seeking a skilled Zendesk Administrator to join our team.

The successful candidate will be responsible for the administrative management of Zendesk, including day-to-day configuration, support, and maintenance of our instance.

You will focus on continuously improving the platform to support our growth, working closely with Customer Success, Operations, and other key stakeholders to enhance efficiency and scalability.

As part 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 and integrated applications 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  • Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated.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, 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 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.

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