Panel Support – Zendesk Administrator

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M3 USA

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

M3 USA is a company that specializes in providing market research, recruitment, and promotional solutions to the healthcare industry. They focus on connecting healthcare professionals, particularly physicians, with tools and resources that improve the practice of medicine. Through a variety of services, including qualitative and quantitative market research, multi-channel promotion, healthcare recruitment, and clinical trials, M3 USA supports the life sciences industry by enabling healthcare professionals to stay informed and provide optimal care. A subsidiary of M3 Inc. , M3 USA is engaged with leading pharmaceutical companies and offers extensive research capabilities across Europe and the U. S. They are known for their data-driven intelligence and their efforts in building networks within the healthcare community.

📋 Description

• Configure, administer, and maintain Zendesk Support, Guide, Explore, and Talk/Chat modules • 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 ticket flow and configuration issues • Handle, prioritize, and resolve Zendesk support tickets when required • Ensure timely responses and resolutions in line with defined SLAs • Perform ticket quality audits and recommend process improvements • Support agents with complex or escalated tickets • Create and maintain Zendesk Explore dashboards and reports • Analyze ticket trends, SLA performance, CSAT, and agent productivity • Share insights and recommendations with stakeholders for continuous improvement • Manage user roles, groups, permissions, and agent onboarding • Ensure compliance with security and data access standards • Provide training and documentation for agents and internal teams • Manage integrations with CRM, telephony, chatbots, and other third-party tools • Coordinate with IT and vendors on features, upgrades, and enhancements • Test and deploy changes according to business requirements

🎯 Requirements

• 3–4 years of 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 is preferred • Strong problem-solving and communication skills • Ability to work independently and collaborate with cross-functional teams • Experience directly handling support tickets in Zendesk • Zendesk certification(s) preferred • Exposure to omnichannel support (email, chat, voice, social) • Experience working in a fast-paced support environment • Must be willing to work in UK shift hours

🏖️ Benefits

• Remote work option • Confidential handling of applicant information according to EEO guidelines