Zendesk Administrator

Key Responsibilities:

• Administer and maintain the Zendesk platform, including Support, Chat, Guide, and Explore.
• Configure workflows, automations, triggers, macros, SLAs, and ticket forms based on business needs.
• Create and manage user roles, groups, and permission settings.
• Monitor system performance and troubleshoot issues to ensure platform stability.
• Generate and analyze reports and dashboards in Zendesk Explore to support performance tracking and decision-making.
• Collaborate with customer support, IT, and other departments to optimize support processes and customer experience.
• Integrate Zendesk with other tools (e.g., CRM, Slack, Jira) using APIs or marketplace apps.
• Conduct user training, create support documentation, and promote best practices.
• Stay current on Zendesk updates, new features, and industry best practices.
• Work with Zendesk Support or third-party vendors to resolve complex issues or implement enhancements.

Qualifications and Requirements:

• Bachelor's degree in IT, Business, or a related field (or equivalent experience).
• 2+ years of hands-on experience administering Zendesk Support and related modules.
• Strong understanding of customer service workflows and ticket lifecycle management.
• Experience with Zendesk Explore (reporting) and Guide (knowledge base).
• Familiarity with APIs and system integrations.
• Excellent analytical, organizational, and communication skills.

Desirable Skills:

• Zendesk Admin Certification (preferred).
• Experience integrating Zendesk with platforms like Salesforce, Jira, or HubSpot.
• Knowledge of basic scripting or web development (HTML/CSS/JavaScript) for customizing Zendesk Guide.
• Experience with data import/export, ticket tagging strategies, and process automation.