Talento HR
Website:
talentohr.in
Job details:
🚀 We're Hiring: Customer Support Operations Analyst (Zendesk)
📍 Location: Bengaluru, India
🕒 Experience: 3–5 Years
🌙 Shift: EST Shift
Direct hiring with our client!
Are you passionate about Customer Support Operations, Zendesk Administration, and Analytics? We're looking for a Customer Support Operations Analyst to optimize support operations, drive workforce planning, and deliver data-driven insights that enhance customer experience across voice and digital support channels.
Key Responsibilities
- Serve as the primary administrator and Subject Matter Expert (SME) for Zendesk.
- Manage ticket queues, ACD routing, workflows, automations, macros, business rules, and user access.
- Administer platform configurations, governance, and system integrations.
- Drive workflow automation and continuous process improvement initiatives.
- Manage integrations between Zendesk, telephony, CRM, WFM, and other business systems.
- Maintain and optimize Zendesk Help Center, knowledge base, and Wiki content.
- Develop dashboards and operational reports using Zendesk Explore, Excel, and Power BI.
- Analyze ticket trends, SLA performance, backlog, resolution times, and CSAT metrics.
- Perform root cause analysis and recommend process improvements.
- Collaborate with Product, Engineering, Customer Success, and Support teams to improve operational efficiency.
- Ensure data accuracy and maintain operational documentation.
Required Skills & Experience
- Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or a related field.
- 3–5 years of experience in Customer Support Operations, Zendesk Administration, MIS, or Support Analytics.
- Hands-on experience administering Zendesk in a customer support environment.
- Strong expertise in Zendesk Administration and Zendesk Explore.
- Experience integrating Zendesk with telephony, CRM, and BI platforms.
- Strong knowledge of queue management, workflow automation, macros, and SLA management.
- Advanced proficiency in Excel, SQL, and Power BI/Tableau.
- Experience supporting multi-channel and/or multi-site customer support/contact centre operations.
What We're Looking For
✔ Strong analytical and problem-solving skills.
✔ Ability to translate data into actionable business insights.
✔ Excellent communication and stakeholder management skills.
✔ High attention to detail with a continuous improvement mindset.
✔ Ability to manage multiple priorities in a fast-paced environment.
📩 Interested candidates can share their updated resume via LinkedIn.
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