Customer Support & Call Centre Operations Analyst
IndiaFull-time5–9 yrsPosted 4 months ago
Senior customer support role at Fortive. Needs 5+ years and a BBA, B.Tech or B.E..
About the role
Customer Support & Call Centre Operations Analyst at Fortive. Zendesk Operations.
What you'll do
- Act as the primary administrator and SME for Zendesk
- Manage ticket queues, ACD routing, workflows, automations, macros, and business rules
- Administer user access, platform governance, and system configurations
- Drive workflow automation and continuous improvement initiatives
- Manage integrations between Zendesk, telephony, CRM, WFM, and other business systems
What you need
- Customer service
- CRM
- Zendesk
- VBA
- MIS reporting
- Power BI
Good to have
- SQL
- Tableau
- Root cause analysis