Sme, Support Systems Specialist

Scale

India
On-site
Zendesk administration and configuration
Designing routing logic for tickets
Managing support agent skills framework
Scale is seeking a Support Systems & Routing Specialist to enhance its contributor support operations by managing and optimizing systems like Zendesk. The role involves collaborating with various teams to ensure efficient ticket routing and support system scalability

Job Summary

  • The role involves owning end-to-end Zendesk configuration including ticket forms, fields, macros, triggers, automations, SLAs, and views.
  • You will design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams.
  • This position requires partnering closely with Support Ops, Product, Engineering, and cross-functional stakeholders to translate operational needs into robust system configurations.

Matching Summary

Match Score: 85

Scale is seeking a Support Systems & Routing Specialist to enhance its contributor support operations by managing and optimizing systems like Zendesk. The role involves collaborating with various teams to ensure efficient ticket routing and support system scalability.

Skills & Requirements

Must-have

  • Zendesk administration and configuration
  • Designing routing logic for tickets
  • Managing support agent skills framework
  • Optimizing queue health and load balancing
  • Cross-functional collaboration with stakeholders

Nice-to-have

  • Experience with operational data dashboards
  • Familiarity with SQL for data analysis
  • Basic scripting knowledge in Python or JavaScript
  • Scaling support systems in fast-growing environments

Key Requirements

  • Experience administering Zendesk or similar support CRM systems
  • Experience designing routing logic in high-volume environments
  • Strong systems-thinking and analytical mindset
  • Ability to own complex system configurations end-to-end

Work Rights

Not specified

Tailored Resume

Cover Letter