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The ZenDesk Admin will configure, manage, and optimize Zendesk settings, integrations, and workflows to align with organizational objectives. They are responsible for creating technical documentation, training staff, and designing reports to monitor customer support KPIs.
ZenDesk Admin
Configure, manage, and optimize Zendesk settings and integrations to align with MB objectives and workflows. · Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities. · Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions. · Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members. · Ability to integrate Zendesk Talk or other telephony systems · Design and generate reports and dashboards to monitor customer support metrics and KPIs. · Work closely with customer support leadership to design and implement SLAs, ticket workflows, and escalation procedures. · Collaborate with IT and other departments to integrate Zendesk with other tools and platforms. · Ensure compliance with data privacy regulations and security best practices within Zendesk. · Troubleshoot and resolve any Zendesk-related issues or disruptions. · Ability to integrate with Zendesk Chat or other integrated messaging tool
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