Panel Support – Zendesk Administrator in India at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Panel Support – Zendesk Administrator in India.
This role is centered on ensuring the smooth operation and continuous optimization of a modern customer support ecosystem powered by Zendesk. You will play a key part in configuring and maintaining the ticketing platform to support high-quality service delivery across global teams. The position involves improving workflows, enhancing automation, and ensuring efficient ticket resolution processes. You will collaborate closely with support agents, IT teams, and business stakeholders to streamline operations. This is a highly impactful role where your work directly influences customer satisfaction and operational efficiency. You will also contribute to data-driven improvements through reporting and analytics. The environment is fast-paced, collaborative, and focused on continuous improvement.
- Administer and maintain the Zendesk platform, including Support, Guide, Explore, and Talk/Chat modules, ensuring stable and efficient system performance.
- Configure and optimize ticket workflows, including triggers, automations, macros, SLAs, views, and business rules to improve productivity and service quality.
- Monitor ticket flow and system behavior, troubleshoot issues, and implement corrective actions to maintain seamless operations.
- Support ticket management activities when required, including handling escalations, ensuring SLA compliance, and improving ticket quality standards.
- Develop dashboards and reports using Zendesk Explore to track KPIs such as SLA adherence, CSAT, agent productivity, and operational trends.
- Manage user access, roles, permissions, onboarding processes, and ensure compliance with security and data governance standards.
- Oversee integrations with third-party tools and coordinate enhancements, upgrades, and system testing with IT and vendors.
- 3–4 years of hands-on experience administering Zendesk in a production environment.
- Strong knowledge of Zendesk workflows, automations, SLAs, triggers, and ticket lifecycle management.
- Experience in handling or supporting customer service ticketing processes, with strong understanding of support operations.
- Proficiency in reporting and analytics, ideally using Zendesk Explore or similar tools.
- Familiarity with APIs and system integrations is preferred.
- Strong analytical thinking, problem-solving abilities, and attention to detail.
- Excellent communication skills with the ability to work independently and collaborate across teams.
- Experience in omnichannel support environments (email, chat, voice) and Zendesk certification are a plus.
- Competitive compensation package aligned with experience and market standards.
- Opportunity to work in a global, fast-growing environment within the healthcare technology and research sector.
- Flexible work setup with exposure to international teams and processes.
- Health and wellness-related benefits depending on location and policy.
- Continuous learning opportunities, including exposure to advanced support technologies and tools.
- Career growth potential in support operations, systems administration, and customer experience optimization.
- Structured work schedule aligned with UK shift hours.