Zendesk Administrator

Premier NX; Lahore; On-site; PKR 669,600 - 1,004,400; Full time

Job summary

A leading service provider in Lahore is looking for a skilled Zendesk Administrator to lead the design, configuration, optimization, and implementation within a contact center environment. The successful candidate will have over 3 years of experience with Zendesk, capable of translating operational requirements into configurations. Responsibilities include customizing Zendesk, managing ticket workflows, and developing performance reports to enhance customer experience and drive key contact center metrics.

Qualifications

• 3+ years of hands-on experience administering Zendesk.
• Demonstrated ability to translate Contact Center operational requirements into effective configurations.
• Strong understanding of the entire Zendesk Suite.

Responsibilities

• Configure and customize Zendesk to improve agent productivity.
• Design and implement workflows and automations.
• Monitor performance and implement improvements for platform health.

Skills

Zendesk administration

Analytical skills

Communication skills

Stakeholder management

Tools

Zendesk

REST APIs

Zendesk Apps Framework

Job description

We are seeking a skilled Zendesk Administrator to lead the design, configuration, optimization, and implementation within a contact center environment. This candidate will be a subject matter expert in the entire suite of Zendesk services to maximize agent efficiency, optimize customer experience, and drive key Contact Center KPIs.

Key Responsibilities

• Configure and customize Zendesk to align with business requirements and improve agent productivity in an omnichannel environment.
• Design and implement workflows, ticket forms, fields, macros, automations, and triggers.
• Administration and governance of the Zendesk environment, including user management, permissions & security settings.
• Monitor performance, troubleshoot issues, implement improvements to facilitate efficiency, and overall platform health.
• Develop reporting & analytics to deliver insightful reports, dashboards, and operational metrics (KPIs like CSAT, FCR, AHT) that measure contact center performance and identify areas for improvement.
• Assist with the integration of Zendesk with other business systems (e.g., eCommerce platforms, telephony, etc.).
• Ensure compliance with data privacy regulations (e.g., GDPR, CCPA).

Required Qualifications

• 3+ years of hands-on experience administering Zendesk.
• Demonstrated ability to translate Contact Center operational requirements into effective, scalable Zendesk configurations.
• Strong understanding of the entire Zendesk Suite.
• Experience with business rules, workflows, and automation in Zendesk.
• Strong analytical skills with proven experience creating sophisticated Contact Center performance reports.
• Excellent communication and stakeholder management skills, capable of training agents and advising leadership.
• Knowledge of Zendesk API and integration capabilities.

Preferred Qualifications

• Familiarity with industry-standard Contact Center KPIs and best practices.
• Experience with advanced features like Answer Bot, Sunshine, and customized ticket routing solutions.
• Experience with Zendesk Apps Framework and REST APIs.