Organization: HuntingCube
Location: Itanagar,
Job Description
Role Overview: This leadership position is ideal for a Zendesk specialist who can combine technical expertise with customer support strategy. The Lead Zendesk professional will be responsible for improving support operations, strengthening platform performance, and ensuring that Zendesk solutions align with business goals and customer experience priorities.
With 4+ years of experience in Zendesk, the ideal candidate will possess expertise in Zendesk Suite, APIs, integrations, ZAF, Sunshine, SSO, and enterprise architecture. They should have a profound understanding of customer support processes and the ability to optimize workflows within the Zendesk environment. They should also be adept at troubleshooting and resolving issues related to Zendesk configurations, ensuring that the platform is utilized to its fullest potential. Strong communication skills will be essential, as the role involves collaboration with cross-functional teams to enhance customer service strategies and improve overall customer satisfaction.
Key Responsibilities: Lead the configuration, customization, and ongoing improvement of Zendesk Support, Guide, Talk, Explore, and related modules. Design efficient ticketing workflows, automation rules, macros, triggers, SLAs, and reporting dashboards to improve response times and service quality. Collaborate with product, operations, IT, and customer success teams to identify process gaps and implement scalable Zendesk solutions. Provide technical guidance, documentation, and mentorship to internal users and support teams.
Required Skills
[‘Zero-Based Costing’]
Preferred Qualifications: Strong hands-on experience with Zendesk administration, API-based integrations, single sign-on configuration, custom app development, and data migration. The candidate should understand customer support metrics, workforce planning, escalation management, and service delivery frameworks. Experience leading implementation projects, managing stakeholders, and translating business requirements into technical solutions will be highly beneficial.
In addition to the core competencies mentioned, familiarity with reporting and analytics tools within Zendesk is crucial. Candidates should also possess knowledge of customer relationship management best practices and experience in implementing solutions that drive efficiency and reduce operational costs. A proactive approach to learning and adapting to new technologies within the Zendesk ecosystem will be highly valued.
Additional Information
Use public JD while sourcing. Candidates are encouraged to showcase any relevant certifications in Zendesk or related technologies, as well as examples of successful projects that demonstrate their ability to leverage Zendesk tools effectively.
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As a Lead Zendesk professional, you will have the opportunity to work with a team of experts who share your passion for delivering exceptional customer experiences. Our company values innovation, collaboration, and customer satisfaction, and we believe that the right candidate will be able to drive these values forward.
By joining our team, you will be part of a dynamic and fast-paced environment that encourages growth, learning, and innovation. You will have access to cutting-edge technologies, training opportunities, and a supportive team that will help you succeed in your role.
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