Panel Support – Zendesk Administrator

This is a fully remote position, open to applicants in India.

📋 Description

• Configure, manage, and maintain Zendesk modules such as Support, Guide, Explore, and Talk/Chat.

• Oversee ticket forms, triggers, automations, macros, views, SLAs, and business rules.

• Develop and enhance workflows to boost agent efficiency and elevate customer satisfaction.

• Monitor system performance and address issues related to ticket flow and configurations.

• Prioritize and resolve Zendesk support tickets as necessary.

• Ensure prompt responses and resolutions in accordance with established SLAs.

• Conduct ticket quality audits and offer recommendations for process enhancements.

• Assist agents with complex or escalated tickets.

• Create and maintain dashboards and reports utilizing Zendesk Explore.

• Analyze ticket trends, SLA performance, CSAT, and agent productivity metrics.

• Share insights and recommendations with stakeholders to foster continuous improvement.

• Manage user roles, groups, permissions, and agent onboarding processes.

• Ensure adherence to security and data access standards.

• Provide training and documentation for agents and internal teams.

• Oversee integrations with third-party tools (CRM, telephony, chatbots, etc.).

• Collaborate with IT and vendors for new features, upgrades, and enhancements.

• Test and implement changes in accordance with business requirements.

⛳️ Requirements

• 3–4 years of experience administering Zendesk in a live production environment.

• Deep understanding of Zendesk workflows, triggers, automations, and SLAs.

• Practical experience with ticket lifecycle management.

• Solid knowledge of customer support processes and best practices.

• Experience with Zendesk reporting and analytics.

• Familiarity with APIs and integrations is preferred.

• Strong problem-solving abilities and communication skills.

• Capacity to work independently while collaborating with cross-functional teams.

• Experience in directly managing support tickets within Zendesk.

• Zendesk certification(s) are required.

• Exposure to omnichannel support (email, chat, voice, social).

• Experience in a fast-paced support environment.

🏝️ Benefits

• Must be willing to work during UK shift hours.