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
Robust 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
Robust sense of ownership, accountability, and a proactive, solution-oriented mindset
Ability to work independently, manage priorities, and adapt

📌 Zendesk Consultant Hyderabad
🏢 Mivada
📍 Hyderabad