Zendesk Administrator - Altitude Technology Solutions Inc

Greetings,Hope you are safe & healthy.My name is Kundan Mishra. I am a Technical Recruiter with Altitude Technology Solutions (ATS) INC.The purpose of this email is to serve as an invitation to discuss the opportunity below with our customer that I think you or your candidate would be a great fit for.Build strong relationships and collaborate with cross-functional stakeholders to become the go-to expert for all things ZendeskConfigure and maintain Zendesk Support, Guide, and other Zendesk modules to ensure platform stability and usabilityManage user roles, permissions, groups, workflows, automations, macros, and triggers to support evolving team needsMonitor platform performance and proactively identify opportunities for optimization and automationDesign and build reporting to track system and process improvements, user activity, and overall customer satisfactionCollaborate with key stakeholders to lead regular reviews of Zendesk metrics and operations, ensuring alignment with stakeholder needs and identifying opportunities to enhance productivity and the customer experienceImplement and manage integrations with other tools (e.g. Salesforce, Jira, Slack) to streamline workflows and ensure data consistency Support onboarding and training efforts for new users and teams, ensuring ticket management standards are adopted and maintainedImplement and maintain custom Zendesk applications to close system functionality gaps for stakeholdersMaintain detailed documentation of designed processes and workflows within Zendeks, as well as any system configurations or changesStay up-to-date on Zendesk releases and industry trends to introduce new capabilities to the organizationSupport cross-functional projects involving Zendesk as a core systemMinimum of 4+ years of hands-on experience administering Zendesk in a fast-paced environmentExpert-level experience designing and maintaining scalable Zendesk configurations across multiple departmentsSolid understanding of customer support workflows and ticket lifecycle best practicesProficiency with business systems integrations and automation (Zapier, Workato, APIs a plus)Familiarity with key metrics in customer support organizations (e.g. CSAT, MTTRespond, MTTReply, ticket deflection)Strong analytical skills and experience using Zendesk Explore, using custom formulas, or other reporting toolsExceptional communication and project management skills with a customer-first mindsetProven ability to work independently, manage multiple priorities, and support cross-functional initiatives Experience training users and creating documentation for internal audiencesA desire to continuously improve tools and processes that elevate team performance

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