Zendesk
Administrator (Consultant)

Experience: 5+ years
Location: India (Offshore)
About the
Role

We're looking for a Zendesk Administrator to
manage and support Zendesk instances for our client. This role requires someone
who can independently own the platform's day-to-day administration while
working closely with a client team, so strong communication skills and a
proactive, ownership-driven mindset are just as significant 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
- Strong sense of ownership,
accountability, and

📌 Zendesk Consultant (Hyderabad)
🏢 Mivada
📍 Hyderabad