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Zendesk Support Expert

  • Full Time
  •  Remote - Mumbai Metropolitan Region
  • less than 1 month months
  • Project posted on: 30/10/2025
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Zendesk Support Expert

  • Product
  • Customer Experience (CX)

Remote - Mumbai Metropolitan Region, Delhi / NCR, Kolkata, Chennai, Bengaluru, Pune, Hyderabad

Full Time

less than 1 month months

 30/10/2025

Assignment Details

Our client, an online transformative upskilling platform for working tech professionals is seeking experienced Zendesk Support Experts. They are building Reinforcement Learning environments - high-fidelity replicas of real systems integrated with real-world-like data and business workflows. These environments will be used to train advanced AI agents. As part of this, they need domain experts who can help define and create realistic support workflows and tasks. The goal is to build ~2,000 high-quality tasks per environment within a 10 day sprint cycle.

Key Responsibilities

  • Configure and optimize Zendesk Support setup including ticketing flows, SLAs, automations, triggers, macros, and escalation paths.
  • Review and refine AI-generated workflows to ensure operational fidelity and real-world applicability.
  • Develop Knowledge Base (KB) structures and content governance models aligned with support processes.
  • Create realistic support workflows and process documentation mapped to actual business operations.
  • Build custom reports and dashboards to track performance, SLAs, and agent efficiency.
  • Collaborate with internal teams to translate operational needs into structured Zendesk tasks and configurations.
  • Identify edge cases, ensure data consistency, and maintain quality standards across support operations

 

Location: Remote
Start Date: Immediate
Duration: 10-14 days
Capacity: Full-time 

Skills Required

  • 5+ years of hands-on experience managing and configuring Zendesk Support in high-volume tech or startup environments.
  • Strong understanding of ticket operations, SLAs, automation, macros, triggers, and escalation flows.
  • Proven experience in Knowledge Base management and reporting/analytics within Zendesk.
  • Ability to analyze, design, and implement scalable operational workflows.
  • Detail-oriented mindset with a focus on edge case handling and process accuracy.
  • Experience working cross-functionally with support, operations, and product teams.

About the Client

A leading Indian edtech company headquartered in Bengaluru

Industry

IT Services & Consulting, Training, Skilling & Assessment

Experience Required:

5+ years

Additional Skills:

  • Macros
  • Reporting
  • Zendesk
  • Escalation
  • Ticket Operations
  • Zendesk support

No of open positions:

5

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