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 a proactive, solution-oriented mindset
- Ability to work independently, manage priorities, and adapt

📌 Zendesk Consultant (Hyderabad)
🏢 Mivada
📍 Hyderabad