Panel Support – Zendesk Administrator

AdministrationAdministrationFull TimeRemoteSeniorTeam 201-500Since 2000H1B SponsorCompany SiteLinkedIn

Location

India

Posted

11 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

Panel Support – Zendesk Administrator

M3 USA

• 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.

Job Requirements

  • 3–4 years of experience administering Zendesk in a production environment.
  • Strong understanding of Zendesk workflows, triggers, automations, and SLAs.
  • Hands-on experience with ticket lifecycle management.
  • Good knowledge of customer support processes and best practices.
  • Experience with Zendesk reporting and analytics.
  • Understanding of APIs and integrations is preferred.
  • Strong problem-solving and communication skills.
  • Ability to work independently and collaborate with cross-functional teams.
  • Experience directly handling support tickets in Zendesk.
  • Zendesk certification(s).
  • Exposure to omnichannel support (email, chat, voice, social).
  • Experience working in a fast-paced support environment.

Benefits

  • Must be willing to work in UK shift hours

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