Sme, Support Systems Specialist

Scale

India
**
Zendesk administration experience
Routing logic design expertise
Skills-based system management
** Scale is seeking a Support Systems & Routing Specialist to configure and optimize their contributor support operations, particularly using Zendesk. The ideal candidate will have experience in system administration, routing logic, and a strong analytical mindset, contributing to the efficiency and effectiveness of support systems. **

Job Summary

  • This role is responsible for owning end-to-end Zendesk configuration including ticket forms, fields, macros, triggers, automations, SLAs, and views.
  • The specialist will partner closely with Support Ops, Product, Engineering, and cross-functional stakeholders to translate operational needs into robust system configurations.
  • You will build and manage the support agent skills framework while monitoring queue health, load balancing, and ticket assignment accuracy.

Matching Summary

Match Score: 75

** Scale is seeking a Support Systems & Routing Specialist to configure and optimize their contributor support operations, particularly using Zendesk. The ideal candidate will have experience in system administration, routing logic, and a strong analytical mindset, contributing to the efficiency and effectiveness of support systems. **

Skills & Requirements

Must-have

  • Zendesk administration experience
  • Routing logic design expertise
  • Skills-based system management
  • Queue health optimization
  • Cross-functional collaboration

Nice-to-have

  • SQL or data analysis knowledge
  • Python or JavaScript scripting
  • Google Sheets dashboard experience
  • Scaling systems in fast growth
  • Operational reporting proficiency

Key Requirements

  • Experience administering Zendesk or similar CRM
  • High-volume environment routing experience
  • Strong systems-thinking mindset
  • End-to-end system configuration ownership

Work Rights

Not specified

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