As a seasoned Zendesk Administrator with a strong background in streamlining operational workflows, I bring a wealth of experience to the table. I specialize in solving problems and making informed decisions to enhance customer support systems.
My expertise spans across various facets of Zendesk, including Support, Email, Guide, Explore, Chat, and Chat bot. Having worked in customer service roles, I've witnessed firsthand the transformative power of a well-structured system and the potential pitfalls that can be avoided.
Here are some of my key roles and responsibilities:
Hands-on mastery of Zendesk, including configuration of Zendesk Support/Explore/Chat, API integration, and the installation and configuration of Zendesk Marketplace Apps.
Serving as the primary technical liaison for third-party system providers integrated with Zendesk.
Designing and implementing new ticket workflows, diagnosing issues, and offering guidance for enhancements. I'm well-versed in agent onboarding, offboarding, and user organization.
Diligently monitoring, administering, and identifying areas for Zendesk system improvement. This includes resolving conflicting Triggers and optimizing Zendesk Groups.
Maintaining comprehensive documentation of Zendesk enhancements and releases.
Facilitating meetings with stakeholders and management at various levels to launch working sessions and address project concerns when necessary.
Developing and tracking SLA service targets, creating custom reports and dashboards in Explore, and establishing KPIs for metric measurement and reporting within Zendesk.
With a passion for optimizing Zendesk systems, I'm here to ensure your customer support operations run seamlessly and efficiently. Let's collaborate to unlock the full potential of Zendesk for your business.