Job Description
Fantasy Khiladi is looking for Customer Support Representative to join our dynamic team and embark on a rewarding career journey.As a Zendesk Developer / Administrator, you will be responsible for configuring, customizing, and optimizing our Zendesk platform to deliver exceptional customer support experiences. Your technical expertise and knowledge of Zendesk's capabilities will be critical in ensuring efficient ticket management, seamless integrations, and effective communication across customer support teams.
Responsibilities:
Zendesk Customization: Configure and customize Zendesk to align with our customer support processes and workflows. Implement and optimize ticketing, automation, and routing rules to enhance efficiency.
Ticket Management: Design and maintain ticket forms, fields, and workflows that capture relevant customer information and facilitate accurate issue resolution. Ensure data integrity and consistency in ticket handling.
Automation and Workflow: Develop and implement automation rules, triggers, and macros to streamline repetitive tasks, escalate critical issues, and provide timely responses to customers.
Integrations: Integrate Zendesk with other tools and platforms, such as CRM systems, e-commerce platforms, and communication channels, to create a unified support experience.
Reporting and Analytics: Create custom reports and dashboards to track key support metrics, monitor performance, and identify areas for improvement. Provide insights to management based on data analysis.
User Training and Support: Train support agents on Zendesk best practices, features, and tools. Provide ongoing support and troubleshooting to ensure smooth system operation.
Custom App Development: Develop custom apps using Zendesk's App Framework and APIs to extend Zendesk's capabilities and enhance user experience.
Security and Compliance: Implement security measures and configurations to protect customer data and ensure compliance with relevant regulations (e.g., GDPR).
User Experience Enhancement: Continuously explore ways to improve the user experience for both customers and support agents. Propose and implement UI/UX enhancements as needed.
Documentation: Maintain clear and comprehensive documentation for Zendesk configurations, processes, and workflows. Ensure knowledge sharing among team members.
