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 Zendesk Configure and maintain Zendesk Support, Guide, and other Zendesk modules to ensure platform stability and usability Manage user roles, permissions, groups, workflows, automations, macros, and triggers to support evolving team needs Monitor platform performance and proactively identify opportunities for optimization and automation Design and build reporting to track system and process improvements, user activity, and overall customer satisfaction Collaborate 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 experience Implement 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 maintained Implement and maintain custom Zendesk applications to close system functionality gaps for stakeholders Maintain detailed documentation of designed processes and workflows within Zendeks, as well as any system configurations or changes Stay up-to-date on Zendesk releases and industry trends to introduce new capabilities to the organization Support cross-functional projects involving Zendesk as a core system Minimum of 4+ years of hands-on experience administering Zendesk in a fast-paced environment Expert-level experience designing and maintaining scalable Zendesk configurations across multiple departments Solid understanding of customer support workflows and ticket lifecycle best practices Proficiency 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 tools Exceptional communication and project management skills with a customer-first mindset Proven ability to work independently, manage multiple priorities, and support cross-functional initiatives Experience training users and creating documentation for internal audiences A desire to continuously improve tools and processes that elevate team performance