Senior System Administrator-IT(Zendesk specialist )

● Understand the operations team tasks and draft end-to-end workflow for email support and chat support using Zendesk. ● Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs, escalation matrix for email and chat. ● Share requirements with tech/product team for integration with database. Identify which fields to be passed, what/when needs to be updated etc. ● Define dispositions and categorisation for detailed insight into types of customer issues. ● Create and share detailed reports with detailed insights into customer issues and support team performance on a daily, weekly and monthly basis. ● Work with support and operations team to identify gaps and improve support experience & SLAs. ● Continuously improve the support experience & SLAs by gathering feedback from the support & operations team. ● Manage & troubleshoot day to day issues faced by the support team. ● Manage users, teams and roles for all teams (support, operations etc) accessing Zendesk ● Need to tasks related to chat configuration Send Cv : [login to view URL]@[login to view URL]