Zendesk Administrator

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

📋 Description

• Oversee and sustain Zendesk ticket forms, custom fields, views, macros, triggers, automations, routing rules, business rules, SLAs, groups, organizations, and user roles.

• Handle user onboarding, offboarding, permissions, and access control management.

• Create and enhance scalable, documented workflows that align with operational needs.

• Design, customize, and maintain the Zendesk Guide as well as player-facing Help Center experiences.

• Develop responsive Help Center themes and validate front-end modifications prior to deployment.

• Enhance navigation, ticket entry points, and self-service journeys while ensuring brand consistency and accessibility.

• Construct and maintain Zendesk Explore dashboards and operational KPI reporting.

• Uphold data capture processes to ensure accurate reporting.

• Manage integrations between Zendesk, Jira, and other approved systems, covering escalation, field mapping, status synchronization, and communication workflows.

• Investigate and resolve issues related to reporting, integration, data synchronization, and workflows.

• Evaluate risks, dependencies, and downstream impacts associated with platform modifications.

• Coordinate testing, documentation, communication, and controlled rollout of system enhancements.

• Review the Zendesk ecosystem to pinpoint inefficiencies and service gaps.

• Develop and present a prioritized roadmap for improvements, detailing outcomes, implementation strategies, and success metrics.

• Ensure a stable, secure, and well-governed Zendesk environment.

• Drive enhancements in operational efficiency, self-service, and player experience.

• Implement changes with comprehensive documentation and minimal disruption to ongoing operations.

⛳️ Requirements

• 2–5 years of experience in administering Zendesk Support within a production environment.

• Proficiency in configuring forms, fields, triggers, automations, macros, views, routing logic, business rules, and SLAs.

• Experience in maintaining Zendesk Guide themes using HTML, CSS/SCSS, JavaScript, Handlebars, and JSON.

• Background in building or supporting operational dashboards and reports using Zendesk Explore.

• Experience in maintaining Zendesk–Jira integrations and troubleshooting platform, workflow, or data synchronization challenges.

• Experience in supporting Customer Support, Player Support, Customer Experience, or similar service operations.

• Strong analytical skills, problem-solving abilities, documentation proficiency, and stakeholder management capabilities.

• Zendesk Administrator Certification or another relevant Zendesk certification is a plus.

• Familiarity with Zendesk, Jira, or REST APIs, as well as Git or other version-control systems is advantageous.

• Experience in supporting gaming, SaaS, or high-volume support operations is a plus.

• A portfolio demonstrating prior Zendesk work is preferred.

• Shortlisted applicants may be requested to complete and discuss a practical Zendesk case study.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and training.

• Collaborative and inclusive work environment.