M3USA
healthcare
PanelSupport–ZendeskAdministrator
“Panel Support – Zendesk Administrator at M3USA. Skills: Zendesk Administration, Ticket Management, Reporting & Analytics. Configure Zendesk modules. Administer Zendesk modules”
What You'll Achieve.
improve support workflows; supporting business teams with efficient customer support solutions; improve agent productivity; improve customer satisfaction; drive continuous improvement
Industry & Context.
problem-solving skills
Must be willing to work in UK shift hours
What They're Looking For.
Must Have
3–4 years of experience administering Zendesk in a production environment, understanding of Zendesk workflows, triggers, automations, and SLAs, Hands-on experience with ticket lifecycle management, Good knowledge of customer support processes and best practices, Experience with Zendesk reporting and analytics, problem-solving and communication skills, Ability to work independently and collaborate with cross-functional teams
Nice to Have
Experience in handling support tickets, Understanding of APIs and integrations, Experience directly handling support tickets in Zendesk, Zendesk certification(s), Exposure to omnichannel support (email, chat, voice, social), Experience working in a fast-paced support environment
What You'll Do.
Configure Zendesk modules
Administer Zendesk modules
Maintain Zendesk modules
Manage business rules
Monitor system performance
Troubleshoot ticket flow issues
Troubleshoot configuration issues
Handle support tickets
Prioritize support tickets
Resolve support tickets
Ensure timely responses
Ensure timely resolution
Perform ticket quality audits
Provide recommendations for process improvements
Support agents with escalated tickets
Analyze ticket trends
Analyze SLA performance
Analyze agent productivity
Share recommendations
Manage agent onboarding
Ensure compliance with security standards
Ensure compliance with data access standards
Provide training for agents
Provide training for internal teams
Provide documentation for agents
Provide documentation for internal teams
Manage integrations with third-party tools
Coordinate with IT for new features
Coordinate with vendors for new features
Coordinate with IT for upgrades
Coordinate with vendors for upgrades
Coordinate with IT for enhancements
Coordinate with vendors for enhancements
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams; Coordinate with IT; Coordinate with vendors
Communication Scope
communication skills
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