Responsibilities:

• Zendesk Configuration and Customization: Configure and customize Zendesk Service Line Agreement to create targets for First time response,Ticket Resolution Time, Ticket Volume, Ticket open/backlog. 

• Automation Rule Design: Create and manage Zendesk automation rules, triggers, and macros to automate repetitive tasks, ticket routing, and follow-up actions.

• Integrate Zendesk and Trustpilot: Send Invite to Rate us in trustpilot when there is high satisfaction rating in Zendesk

• Workflow Optimization: Analyze support workflows and identify opportunities for improvement and automation. Implement changes to enhance efficiency and response times.

Requirements:

• Proven experience in configuring and customizing Zendesk Support and related Zendesk products.
• Strong understanding of automation concepts and practical experience with automation rule creation.
• Proficiency in using Zendesk APIs for custom integrations and data retrieval.
• Excellent problem-solving and analytical skills.
• Familiarity with reporting and analytics tools, particularly Zendesk Explore.
• Exceptional communication skills with the ability to collaborate across departments.
• Ability to work independently and manage multiple projects simultaneously.
• Zendesk certifications (e.g., Zendesk Certified Administrator) preferred.
• [Any other specific requirements or qualifications your organization values.]