Senior Zendesk Administrator

5 days ago

Hyderabad, Telangana, India Ciel HR Full time ₹ 4,00,000 - ₹ 8,00,000 per year
Responsibilities:
  • 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 the business needs
  • Work with our teams to create specific workflow configurations
  • Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated
  • Ensure that 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 the 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
Responsibilities:
  • 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 the business needs
  • Work with our teams to create specific workflow configurations
  • Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated
  • Ensure that 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 the 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

Ciel HR

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