Administration

• Administer and maintain Zendesk, including user management, ticket routing, automation, and integrations
• Identify opportunities to improve Zendesk workflows and processes. Implement best practices to enhance efficiency and effectiveness
• Design and deploy workflows, macros, triggers, deflection strategies, and automation rules that reduce friction and increase efficiency
• Build and analyze dashboards to monitor CSAT, reopen rate, automation deflection, First reply time, full resolution time, and other KPIs using tools like Zendesk Explore, Snowflake, or Looker
• Work with partner teams like Analytics Engineering to develop automated reporting
• Configure CX platforms to meet evolving needs, including AI/ML chatbot integrations (e.g., Forethought and Zendesk AI)
• Build and optimize automations using third-party AI agent tools that integrate into Zendesk; review AI-generated insights and collaborate with Product to leverage APIs for automating user actions
• Partner with Product, Engineering, and IT to connect Zendesk and other tools to CRM, guiding proper implementation for optimal workflows and data integrity
• Provide training and support to customer care agents on CX platform functionality and best practices
• Identify and resolve technical issues within the Zendesk platform promptly
• Keep abreast of Zendesk updates and new features, recommending and implementing improvements as needed
• Partner with Product, Engineering, and CX Leads across markets to drive impact

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