Zendesk Administrator

Role: Zendesk Administrator

Reporting to: Manager

Location: Hyderabad (next building to Durgam Cheveru Metro Station Hitech City Area)

Employment: Full-Time

Role:

The Zendesk Administrator is responsible for the administrative management of Zendesk, including day-to-day configuration, support, and maintenance of our Zendesk instance. Additionally, you will focus on continuously improving the platform to support our growth.

You will collaborate 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.

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• Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated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

Skills & Qualifications:

• 5+ years of experience as a Zendesk System Administrator or ServiceNow Admin
• 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