Panel Support – Zendesk Administrator

About the role

M3 MR, part of M3 Inc., is seeking a Zendesk Administrator to manage, configure, and optimize the Zendesk platform for its market research recruitment and support services. The role involves administering Zendesk modules, designing workflows, managing tickets and SLAs, and delivering reporting and analytics to improve agent productivity and customer satisfaction. The position is based in Bengaluru, Karnataka, India, is full-time, and requires working UK shift hours.

What you’ll do

• Configure, administer, and maintain Zendesk modules including Support, Guide, Explore, and Talk/Chat
• Manage ticket forms, triggers, automations, macros, views, SLAs, and business rules
• Design and optimize workflows to improve agent productivity and customer satisfaction
• Monitor system performance and troubleshoot issues related to ticket flow and configurations
• Handle, prioritize, and resolve Zendesk support tickets when required
• Create and maintain dashboards and reports using Zendesk Explore
• Manage user roles, groups, permissions, and agent onboarding
• Manage integrations with third-party tools and coordinate with IT and vendors for enhancements

What you’ll bring

• 3–4 years of hands-on experience administering Zendesk in a production environment
• Strong understanding of Zendesk workflows, triggers, automations, and SLAs
• Hands-on experience with ticket lifecycle management
• Good knowledge of customer support processes and best practices
• Experience with Zendesk reporting and analytics
• Understanding of APIs and integrations
• Strong problem-solving and communication skills
• Ability to work independently and collaborate with cross-functional teams

Nice to have

• Experience directly handling support tickets in Zendesk
• Zendesk certification(s)
• Exposure to omnichannel support (email, chat, voice, social)
• Experience working in a fast-paced support environment

Skills