Responsibilities
- Configure, administer, and maintain Zendesk modules including Support, Guide, Explore, and Talk/Chat
- Manage ticket forms, triggers, automations, macros, views, SLAs, and business rules.
- Design and optimize workflows to improve agent productivity and customer satisfaction.
- Monitor system performance and troubleshoot issues related to ticket flow and configurations.
- Handle, prioritize, and resolve Zendesk support tickets when required.
- Ensure timely responses and resolution in line with defined SLAs.
- Perform ticket quality audits and provide recommendations for process improvements.
- Support agents with complex or escalated tickets.
- Create and maintain dashboards and reports using Zendesk Explore.
- Analyze ticket trends, SLA performance, CSAT, and agent productivity.
- Share insights and recommendations with stakeholders to drive continuous improvement.
- Manage user roles, groups, permissions, and agent onboarding.
- Ensure compliance with security and data access standards.
- Provide training and documentation for agents and internal teams.
- Manage integrations with third-party tools (CRM, telephony, chatbots, etc.)
- Coordinate with IT and vendors for new features, upgrades, and enhancements.
- Test and deploy changes in alignment with business requirements.
Requirements
- 3–4 years of hands-on experience in managing, configuring, and optimizing the Zendesk platform
- Experience in handling support tickets will be an added advantage
