Sr System Administrator IT - Zendesk Specialist
Key responsibility areas:
- Understand the operations team tasks and draft end-to-end workflow for email support and chat support using Zendesk.
- Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs, escalation matrix for email and chat.
- Share requirements with tech/product team for integration with database. Identify which fields to be passed, what/when needs to be updated etc.
- Define dispositions and categorisation for detailed insight into types of customer issues.
- Create and share detailed reports with detailed insights into customer issues and support team performance on a daily, weekly and monthly basis.
- Work with support and operations team to identify gaps and improve support experience & SLAs.
- Continuously improve the support experience & SLAs by gathering feedback from the support & operations team.
- Manage & troubleshoot day to day issues faced by the support team.
- Manage users, teams and roles for all teams (support, operations etc) accessing Zendesk
- Need to tasks related to chat configuration
Candidates from stsrtups will be given preference and outstaion candidates who are willing to relocate to Mumbai can apply. Immediate joiners only can apply