Panel Support – Zendesk Administrator
RemoteUnited States or Japan
Job Summary
Configure, administer, and maintain Zendesk modules including Support, Guide, Explore, and Talk/Chat. Manage ticket forms, triggers, automations, macros, views, SLAs, and business rules while designing workflows to improve agent productivity. Handle support tickets, perform quality audits, and ensure timely responses in line with defined SLAs. Create dashboards using Zendesk Explore to analyze trends and share insights with stakeholders. Manage user roles, permissions, and agent onboarding while coordinating integrations with third-party tools. Must possess 3–4 years of hands-on experience in a production environment and be willing to work UK shift hours.
Required Qualifications
- 3–4 years of experience administering Zendesk in a production environment
- Strong 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
- Strong problem-solving and communication skills
- Ability to work independently and collaborate with cross-functional teams
- Must be willing to work in UK shift hours
Desired Qualifications
- Experience in handling support tickets will be an added advantage
- Understanding of APIs and integrations is preferred
- 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
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