Sme, Support Systems Specialist

spacedefense.ai

India
On-site
Zendesk administration and configuration
Designing routing logic for ticket distribution
Building scalable support agent skills frameworks
Scale is seeking a Support Systems & Routing Specialist to optimize their contributor support operations using systems like Zendesk. The role involves designing routing logic, managing configurations, and collaborating with various teams to enhance operational efficiency

Job Summary

  • The role involves owning end-to-end Zendesk configuration including ticket forms, macros, triggers, and automations to optimize support operations.
  • You will partner closely with Support Ops, Product, and Engineering teams to translate operational needs into robust system configurations.
  • This position is critical for ensuring support systems scale seamlessly with increasing volume and complexity in a fast-growing AI environment.

Matching Summary

Match Score: 85

Scale is seeking a Support Systems & Routing Specialist to optimize their contributor support operations using systems like Zendesk. The role involves designing routing logic, managing configurations, and collaborating with various teams to enhance operational efficiency.

Skills & Requirements

Must-have

  • Zendesk administration and configuration
  • Designing routing logic for ticket distribution
  • Building scalable support agent skills frameworks

Nice-to-have

  • Experience with operational data dashboards
  • SQL knowledge for routing optimization
  • Basic Python or JavaScript scripting skills

Key Requirements

  • Experience administering Zendesk or similar support CRM systems
  • Proven ability to design routing logic in high-volume environments
  • Strong systems-thinking and analytical mindset required

Work Rights

Not specified

Tailored Resume

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