Job Description
We are seeking a skilled Zendesk Administrator to lead the design, configuration, optimization, and implementation within a contact center environment. This candidate will be a subject matter expert in the entire suite of Zendesk services to maximize agent efficiency, optimize customer experience, and drive key Contact Center KPIs.
Key Responsibilities
- Configure and customize Zendesk to align with business requirements and improve agent productivity in an omnichannel environment.
- Design and implement workflows, ticket forms, fields, macros, automations, and triggers.
- Administration and governance of the Zendesk environment, including user management, permissions & security settings.
- Monitor performance, troubleshoot issues, implement improvements to facilitate efficiency, and overall platform health.
- Develop reporting & analytics to deliver insightful reports, dashboards, and operational metrics (KPIs like CSAT, FCR, AHT) t...