Specialist – Business Operations, Reporting
Anaqua
full-time
Posted on:
Location Type: Hybrid
Location: Gurugram • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
About the role
- Configure and maintain Zendesk for efficient email-to-ticket conversion and workflow automation.
- Set up and manage ticket routing rules, macros, triggers, and automations to streamline operations.
- Develop and maintain Zendesk pre-configurations for new workflows and client onboarding.
- Monitor and optimize ticket lifecycle management, ensuring SLA compliance and timely resolution.
- Implement custom views, dashboards, and reporting for operational insights.
- Troubleshoot technical issues related to Zendesk workflows and provide solutions proactively.
- Collaborate with cross-functional teams to align Zendesk workflows with business objectives.
- Utilize advanced Excel skills, including macro writing, to automate and streamline operational processes.
- Leverage MS Office tools (Excel, Word, PowerPoint, Outlook) for reporting, documentation, and communication.
- Use Power BI for data visualization and dashboard creation; preference will be given to candidates with hands-on experience.
- Apply logical thinking and analytical skills to solve operational challenges and improve workflows.
- Support the development and maintenance of operational reports and performance metrics.
- Assist in preparing presentations and reports for senior management based on data insights.
Requirements
- Hands-on experience with Zendesk administration, including triggers, macros, routing, and automation.
- Familiarity with email-to-ticket workflows and Zendesk pre-configuration.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication and documentation skills.
- Technical background (IT, Computer Science, or related field) is a plus.
- Advanced proficiency in Microsoft Excel, including macro writing and automation techniques.
- Strong working knowledge of MS Office tools (Word, PowerPoint, Outlook) for documentation and reporting.
- Hands-on experience with Power BI for data modeling, visualization, and dashboard creation is preferred.
- Detail-oriented with excellent communication and documentation skills.
- Certification in Power BI or Data Analytics (e.g., Microsoft Certified: Power BI Data Analyst Associate) is a plus
Benefits
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Zendesk administrationemail-to-ticket workflowstriggersmacrosroutingautomationadvanced Excelmacro writingPower BIdata visualization
Soft skills
analytical skillsproblem-solving skillsattention to detailcommunication skillsdocumentation skillslogical thinking
Certifications
Microsoft Certified: Power BI Data Analyst Associate