Customer Support & Call Centre Operations Analyst

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

• 5–9 yrs of experience
• Customer service
• CRM
• Zendesk
• VBA
• MIS reporting
• Power BI
• BBA or B.Tech or B.E. or B.Com

Good to have

• SQL
• Tableau
• Root cause analysis