DC Engineer Specialist

ZenDesk Admin Role Requirements and Qualifications  Configure, manage, and optimize Zendesk settings and integrations to align with MB objectives and workflows.  Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.  Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.  Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members.  Ability to integrate Zendesk Talk or other telephony systems  Design and generate reports and dashboards to monitor customer support metrics and KPIs.  Work closely with customer support leadership to design and implement SLAs, ticket workflows, and escalation procedures.  Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.  Ensure compliance with data privacy regulations and security best practices within Zendesk.  Troubleshoot and resolve any Zendesk-related issues or disruptions.  Ability to integrate with Zendesk Chat or other integrated messaging tools.