Senior System Administrator - Technical Support (3-8 yrs) Mumbai (DevOps)
4d ago
source :

Key responsibility areas :

  • Understand the operations team tasks and draft end-to-end workflow for email support and chat support using Zendesk.
  • Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs, escalation matrix for email and chat.
  • Share requirements with tech / product team for integration with database. Identify which fields to be passed, what / when needs to be updated etc.
  • Define dispositions and categorisation for detailed insight into types of customer issues.
  • Create and share detailed reports with detailed insights into customer issues and support team performance on a daily, weekly and monthly basis.
  • Work with support and operations team to identify gaps and improve support experience & SLAs.
  • Continuously improve the support experience & SLAs by gathering feedback from the support & operations team.
  • Manage & troubleshoot day to day issues faced by the support team.
  • Manage users, teams and roles for all teams (support, operations etc) accessing Zendesk
  • Need to tasks related to chat configuration
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