ZenDesk Admin

ZenDesk Admin

Configure, manage, and optimize Zendesk settings and integrations to align with MB objectives and workflows. · Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities. · Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions. · Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members. · Ability to integrate Zendesk Talk or other telephony systems · Design and generate reports and dashboards to monitor customer support metrics and KPIs. · Work closely with customer support leadership to design and implement SLAs, ticket workflows, and escalation procedures. · Collaborate with IT and other departments to integrate Zendesk with other tools and platforms. · Ensure compliance with data privacy regulations and security best practices within Zendesk. · Troubleshoot and resolve any Zendesk-related issues or disruptions. · Ability to integrate with Zendesk Chat or other integrated messaging tool

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Remote