Zendesk Administrator (Consultant)

Experience: 5+ years

Location: India (Offshore)

About the Role

Were looking for a Zendesk Administrator to manage and support Zendesk instances for our client. This role requires someone who can independently own the platforms day-to-day administration while working closely with a client team, so strong communication skills and a proactive, ownership-driven mindset are just as important as technical expertise.

Key Responsibilities

- Administer, configure, and maintain Zendesk instances, including Support, Guide, Talk, and Chat modules as applicable
- Set up and manage triggers, automations, macros, views, SLAs, and business rules
- Manage user roles, permissions, groups, and organizations within Zendesk
- Configure and maintain workflows across email, chat, and other support channels
- Handle integrations with third-party tools via APIs, apps, and webhooks
- Monitor system performance, troubleshoot issues, and coordinate with Zendesk support for outages or technical escalations
- Build and maintain reports and dashboards to track ticket trends, agent performance, and SLA compliance
- Maintain and update the knowledge base for internal and customer-facing use
- Perform regular audits of the Zendesk setup and recommend improvements
- Document processes, configurations, and standard operating procedures




- Support platform upgrades, new feature rollouts, and change management
- Act as the point of contact for Zendesk-related queries from stakeholders

Requirements

Required Skills Experience

- 4 - 5 years of hands-on experience administering Zendesk.
- Solid understanding of ticketing workflows, SLAs, and helpdesk operations
- Experience with API/app integrations and webhooks
- Strong analytical skills with experience in Zendesk Explore or similar reporting tools
- Excellent written and verbal communication skills able to interact confidently and clearly with client stakeholders
- Solid sense of ownership, accountability, and a proactive, solution-oriented mindset
- Ability to work independently, manage priorities, and adapt quickly to changing requirements
- Comfortable working in a client-facing capacity with minimal supervision
- Zendesk certification(s) is a plus

Good to Have

- Prior experience supporting international clients
- Experience with Jira or other ITSM tools

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Zendesk Consultant (Telangana)
🏢 Mivada
📍 Telangana