Long-term contract(C2H) - more than one year
Client(Infosys)
MetaBlack LLC is a global technology staffing and IT solutions company helping organizations scale their technology teams through Direct Hiring, Contingent Staffing, RPO, SOW, and offshore/nearshore staffing models. We specialize in delivering skilled talent across e merging technologies, enterprise applications, cybersecurity, AI, and digital transformation.
Job Summary We are seeking an experienced Zendesk Administrator to manage, configure, and optimize the Zendesk platform for a large-scale support environment. The role will focus on platform administration, workflow automation, user and access management, reporting, integrations, and continuous improvement of support operations. The ideal candidate combines strong Zendesk technical knowledge with a practical understanding of service-desk processes and user experience.
Key Responsibilities Administer and maintain Zendesk Support and related modules, ensuring platform availability, performance, and alignment with business requirements. Configure users, roles, groups, permissions, brands, forms, fields, views, queues, and access controls. Design and manage triggers, automations, macros, routing rules, SLAs, notifications, and escalation workflows. Support omnichannel operations across email, web forms, chat or messaging, knowledge base, and other enabled support channels. Build and maintain Zendesk Explore reports and dashboards covering service levels, response times, resolution trends, backlog, productivity, and customer experience metrics. Manage Zendesk Marketplace applications, APIs, webhooks, identity and SSO integrations, and connections with enterprise platforms. Troubleshoot platform issues, perform root-cause analysis, coordinate fixes, and engage Zendesk or third-party support when required. Maintain configuration documentation, change records, operating procedures, and user guidance; provide training and support to agents, team leads, and business stakeholders.
Required Qualifications and Skills 3 to 5+ years of relevant experience, including strong hands-on experience in Zendesk administration and configuration. Practical expertise in user management, roles, groups, permissions, ticket forms, fields, views, triggers, automations, macros, and SLA policies. Experience configuring and supporting Zendesk Support, Guide, and Explore; exposure to Talk, Chat, or Messaging is advantageous. Strong understanding of customer-support operations, incident and request workflows, queue management, escalations, and service-level reporting. Experience with Zendesk APIs, webhooks, third-party applications, integration troubleshooting, data imports or exports, and authentication or SSO concepts. Ability to create meaningful reports and dashboards and translate support data into actionable operational insights. Strong analytical, problem-solving, documentation, communication, and stakeholder-management skills. Ability to work independently in a remote, long-term client engagement while coordinating effectively with distributed technical and business teams. Preferred Qualifications Zendesk Administrator, Support Administrator, or related Zendesk certification. Experience with enterprise-scale Zendesk environments, multiple brands, migrations, or platform consolidation initiatives. Working knowledge of HTML, CSS, or JavaScript for Zendesk Guide customization. Familiarity with ITIL practices, service management controls, data privacy, audit readiness, and change management processes. Exposure to CRM, ITSM, collaboration, telephony, workforce-management, or business-intelligence integrations.
Key Success Measures Stable, secure, and well-governed Zendesk administration with minimal disruption to support operations. Efficient workflows, accurate routing, timely escalations, and consistent SLA performance. Reliable reporting and actionable insights for support leadership and business stakeholders. Well-documented configurations, controlled platform changes, and positive agent and end-user experience.
Engagement Note: This is a remote, long-term contract opportunity with a tenure of more than one year, supporting Infosys. Project requirements and working arrangements may be refined during the client selection and onboarding process. 117 Kinderkamack Suite 107, River Edge, NJ 07661 | [email protected] | www.metabla
Pay: Up to ₹1,800,000.00 per year
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
- Work from home
Work Location: Remote