Job Description

Job Title: Zendesk Administrator

Schedule: 5 Days a Week | Rotational Shifts | Rotational Week Off

Work Type: Work from Office

Experience: 5 - 10 Years

Role Overview

We are seeking an experienced Zendesk Administrator to manage, optimize, and scale our Zendesk

environment across multiple client operations. The role involves deep configuration, automation, and

analytical responsibilities, ideal for professionals who can combine technical expertise with operational

insight to deliver seamless support experiences.

Key Responsibilities

Administer and maintain Zendesk instances, including configuration of users, roles, groups, andpermissions. Design and implement efficient workflows, automations, triggers, and macros to streamline processes. Manage integrations with tools such as Slack, Jira, Salesforce, and internal systems. Build and maintain reports and dashboards using Zendesk Explore to provide actionable insights. Audit configurations regularly to ensure platform stability, accuracy, and performance optimization. Collaborate with internal stakeholders to identify and implement automation or process improvements. Support rollout of new Zendesk features and conduct training for end users. Troubleshoot and resolve system-related issues while minimizing downtime or disruptions.

Required Skills & Domain Expertise

Strong understanding of Zendesk Support, Chat, Guide, and Explore. Proven experience in automation design, workflow optimization, and configuration management. Proficiency in building reports, dashboards, and SLA metrics. Experience managing large-scale or multi-instance Zendesk environments. Strong analytical and problem-solving skills with attention to detail. Excellent communication and stakeholder management capabilities.

Technical Competencies

Hands-on experience with Zendesk API integrations and third-party apps. Familiarity with automation tools, ticketing structures, and data mapping. Working knowledge of platforms like Slack, Jira, Salesforce, and Freshdesk (advantageous). Proficient in Excel for data analysis and reporting. Zendesk Certifications preferred (Admin or Support Specialist).
Customer Support Competencies

Analytical thinker who approaches workflow optimization from both user and system perspectives. Strong documentation and process improvement skills. Ability to translate technical findings into actionable business insights. Track record of ensuring system uptime, efficiency, and high CSAT performance.

Qualifications

Bachelor's Degree in Computer Science, Information Systems, or a related field. 5-10 years of relevant experience as a Zendesk Administrator or similar role. Zendesk Certification(s) preferred.
Job Types: Full-time, Permanent

Pay: ₹454,187.13 - ₹1,075,272.25 per year

Benefits:

Health insurance Provident Fund
Application Question(s):

Have you worked on Zendesk API integrations and third-party apps? Working knowledge of platforms like Slack, Jira, Salesforce, and Freshdesk? Are you Familiar with automation tools, ticketing structures, and data mapping?
Work Location: In person