About M3: A Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.

About the Business Division:

M3 MR, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.

M3 MR maintains ISO 26362 and ISO 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors.

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.

Panel Support – Zendesk Administrator