Zendesk Administrator

Job Description

Role Overview:
We are seeking an experienced Zendesk Administrator with 3–4 years of hands-on experience in managing, configuring, and optimizing the Zendesk platform. The ideal candidate will be responsible for ensuring smooth operation of the ticketing system, improving support workflows, and supporting business teams with efficient customer support solutions. Experience in handling support tickets will be an added advantage.

Key Responsibilities:

Zendesk Administration

• 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.

Ticket Management (Advantage)

• 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.

Reporting & Analytics

• 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.

User & Access Management

• 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.

Integrations & Enhancements

• 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.

Qualifications

Required Skills & Qualifications

• 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.

Preferred Qualifications

• 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.

Additional Information

• Must be willing to work in UK shift hours
• All your information will be kept confidential according to EEO guidelines.

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