Job Description

Role Overview:
We are seeking an experienced Zendesk Administrator with 3–4 years of hands-on experience in managing, configuring, and optimizing the Zendesk platform. The ideal candidate will be responsible for ensuring smooth operation of the ticketing system, improving support workflows, and supporting business teams with productive customer support solutions. Experience in handling support tickets will be an added advantage.

Key Responsibilities:

Zendesk Administration
Configure, administer, and maintain Zendesk modules including Support, Guide, Explore, and Talk/Chat
Manage ticket forms, triggers, automations, macros, views, SLAs, and business rules.
Design and optimize workflows to improve agent productivity and customer satisfaction.
Monitor system performance and troubleshoot issues related to ticket flow and configurations.

Ticket Management (Advantage)
Handle, prioritize, and resolve Zendesk support tickets when required.
Ensure timely responses and resolution in line with defined SLAs.




Perform ticket quality audits and provide recommendations for process improvements.
Support agents with complex or escalated tickets.

Reporting & Analytics
Create and maintain dashboards and reports using Zendesk Explore.
Analyze ticket trends, SLA performance, CSAT, and agent productivity.
Share insights and recommendations with stakeholders to drive continuous improvement.

User & Access Management
Manage user roles, groups, permissions, and agent onboarding.
Ensure compliance with security and data access standards.
Provide training and documentation for agents and internal teams.

Integrations & Enhancements
Manage integrations with third-party tools (CRM, telephony, chatbots, etc.).
Coordinate with IT and vendors for recent features, upgrades, and enhancements.
Test and deploy changes in alignment with business requirements.

📌 Panel Support – Zendesk Administrator Bengaluru
🏢 M3EU
📍 Bengaluru