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 advanced english Remote