Panel Support – Zendesk Administrator

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

📋 Description

• Configure, administer, and maintain the Zendesk Support, Guide, Explore, and Talk/Chat modules.

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

• Design and enhance workflows to boost agent efficiency and customer satisfaction.

• Monitor system performance and address ticket flow and configuration challenges.

• Handle, prioritize, and resolve Zendesk support tickets as necessary.

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

• Conduct ticket quality audits and suggest process enhancements.

• Assist agents with complex or escalated tickets.

• Create and maintain dashboards and reports in Zendesk Explore.

• Analyze ticket trends, SLA performance, customer satisfaction (CSAT), and agent productivity.

• Share insights and recommendations with stakeholders for ongoing improvement.

• Manage user roles, groups, permissions, and the onboarding process for agents.

• Ensure adherence to security and data access protocols.

• Provide training and documentation for agents and internal teams.

• Oversee integrations with CRM, telephony, chatbots, and other third-party applications.

• Collaborate with IT and vendors on feature development, upgrades, and enhancements.

• Test and implement changes based on business requirements.

⛳️ Requirements

• 3–4 years of experience managing Zendesk in a production setting.

• Strong knowledge of Zendesk workflows, triggers, automations, and SLAs.

• Practical experience with ticket lifecycle management.

• Good understanding of customer support processes and best practices.

• Proficiency in Zendesk reporting and analytics.

• Familiarity with APIs and integrations is a plus.

• Strong problem-solving abilities and communication skills.

• Capability to work independently and collaborate with cross-functional teams.

• Experience in directly handling support tickets within Zendesk.

• Zendesk certification(s) are preferred.

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

• Experience in a fast-paced support environment.

• Must be willing to work during UK shift hours.

🏝️ Benefits

• Remote work option.

• Confidential handling of applicant information in line with EEO regulations.