Confidential (via Talento HR)
Bengaluru, India · Hybrid · Full-time · 3-5 years experience
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Customer Support Operations Analyst
Location: Bengaluru, India
Experience: 3–5 Years
Shift: 5:30 PM – 5:30 AM IST (8:00 AM – 8:00 PM EST)
Department: Customer Support
Reporting To: Operations Manager
Role Summary
We are looking for a Customer Support Operations and analytical professional to lead Zendesk Operations. This role will be responsible for optimising Zendesk operations, workforce planning, reporting, and performance analytics to drive operational efficiency, service excellence, and data-driven decision-making across voice and digital support channels.
The ideal candidate will possess strong experience in Customer Support Operations and Zendesk Administration
Key Responsibilities
Zendesk Operations
• Act as the primary administrator and SME for Zendesk.
• Manage ticket queues, ACD routing, workflows, automations, macros, and business rules.
• Administer user access, platform governance, and system configurations.
• Drive workflow automation and continuous improvement initiatives.
• Manage integrations between Zendesk, telephony, CRM, WFM, and other business systems.
• Oversee and maintain knowledge bases, Wikis, and Zendesk Help Centre content.
Workforce Management (WFM), Reporting, MIS & Analytics
• Develop dashboards and operational reports using Zendesk Explore, Excel, or Power BI.
• Analyse ticket trends, SLA performance, backlog, resolution times, and customer satisfaction metrics.
• Perform root cause analysis and recommend process improvements.
• Partner with Product, Engineering, Customer Success, and Support teams to improve service delivery.
• Ensure data accuracy and maintain operational documentation.
Qualifications & Experience , Technical Skills & Tools Used
• Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or related discipline.
• 3–5 years of experience in Customer Support Operations, Zendesk Administration, MIS, or Support Analytics.
• Proven experience administering Zendesk within a customer support environment.
• Strong experience with Zendesk Administration and Zendesk Explore
• Experience integrating Zendesk with telephony, CRM, and BI platforms
• Hands-on experience with queue management, workflow automation, macros, and SLA management
• Advanced proficiency in Excel, Power BI/Tableau, and SQL.
• Experience supporting multi-channel and/or multi-site contact centre operations
Core Competencies
• Strong analytical and problem-solving skills.
• Ability to translate data into actionable business insights
• Excellent communication and stakeholder management capabilities.
• Strong attention to detail and commitment to continuous improvement
• Ability to manage multiple priorities in a fast-paced environment