Sme, Support Systems Specialist

get-gravity.ai

India
On-site
Zendesk administration and configuration
Designing routing logic for tickets
Managing support agent skills framework
Get-Gravity.ai is seeking a Support Systems & Routing Specialist to manage and optimize their contributor support operations using tools like Zendesk. The ideal candidate should possess experience in system configuration, routing logic design, and have a strong analytical mindset to ensure efficient ticket management and operational efficiency

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 in a high-volume environment.
  • This position is critical for ensuring support systems scale seamlessly with increasing volume and complexity while partnering with Support Ops and Product teams.

Matching Summary

Match Score: 80

Get-Gravity.ai is seeking a Support Systems & Routing Specialist to manage and optimize their contributor support operations using tools like Zendesk. The ideal candidate should possess experience in system configuration, routing logic design, and have a strong analytical mindset to ensure efficient ticket management and operational efficiency.

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 engineering

Nice-to-have

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

Key Requirements

  • Experience administering Zendesk or similar support CRM systems
  • Proven ability to manage complex system configurations end-to-end
  • Strong systems-thinking and analytical mindset required

Work Rights

Not specified

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