面板支持 – Zendesk管理员
Panel Support – Zendesk Administrator
关于M3：一家日本全球领先的医疗行业创新技术和研究解决方案提供商。M3集团在美国、亚洲和欧洲运营，通过其医生网站（包括mdlinx.com、m3.com、research.m3.com、Doctors.net.uk、medigate.net和medlive.cn）在全球拥有超过580万名医生会员。M3 Inc. 是一家在东京证券交易所上市的公司（jp:2413，日经225指数），在包括美国、英国、日本、韩国和中国在内的主要市场设有子公司，并在2020年位列福布斯全球2000强榜单。M3集团为医疗和生命科学行业提供服务。除了市场调研，这些服务还包括医学教育、合规药品推广、临床开发、职位招聘和诊所预约服务。M3在日本、英国、法国、德国、巴西、瑞典、中国、美国和韩国，以及印度设有办公室。
关于业务部门：
M3 MR是M3 Inc.的一部分，为行业提供最全面、最高质量的市场调研招募和支持服务，与全球70多个国家的受访者建立联系。
M3 MR拥有ISO 26362和ISO 27001认证，具备高质量的数据收集和项目管理能力，涵盖当今使用的定量和定性技术的全部范围。M3的服务整合了最先进的统计和态度方法，使客户能够为其终端客户提供世界级的产品和服务，覆盖多个行业领域。
职位概述：
我们正在寻找一位有3-4年实际经验的Zendesk管理员，负责管理、配置和优化Zendesk平台。理想的候选人将负责确保票务系统的顺畅运行，改进支持流程，并为业务团队提供高效的客户服务解决方案。处理支持工单的经验将是一个加分项。
主要职责：
Zendesk管理
· 配置、管理并维护Zendesk模块，包括Support、Guide、Explore和Talk/Chat
· 管理工单表单、触发器、自动化、宏、视图、SLA和业务规则。
· 设计并优化工作流程以提高代理效率和客户满意度。
· 监控系统性能并排查与工单流程和协作相关的问题。
查看英文原文
About M3: A Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.
About the Business Division:
M3 MR, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.
M3 MR maintains ISO 26362 and ISO 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors.
Role Overview:
We are seeking an experienced Zendesk Administrator with 3–4 years of hands-on experience in managing, configuring, and optimizing the Zendesk platform. The ideal candidate will be responsible for ensuring smooth operation of the ticketing system, improving support workflows, and supporting business teams with efficient customer support solutions. Experience in handling support tickets will be an added advantage.
Key Responsibilities:
Zendesk Administration
· Configure, administer, and maintain Zendesk modules including Support, Guide, Explore, and Talk/Chat
· Manage ticket forms, triggers, automations, macros, views, SLAs, and business rules.
· Design and optimize workflows to improve agent productivity and customer satisfaction.
· Monitor system performance and troubleshoot issues related to ticket flow and configurations.
Ticket Management (Advantage)
· Handle, prioritize, and resolve Zendesk support tickets when required.
· Ensure timely responses and resolution in line with defined SLAs.
· Perform ticket quality audits and provide recommendations for process improvements.
· Support agents with complex or escalated tickets.
Reporting & Analytics
· Create and maintain dashboards and reports using Zendesk Explore.
· Analyze ticket trends, SLA performance, CSAT, and agent productivity.
· Share insights and recommendations with stakeholders to drive continuous improvement.
User & Access Management
· Manage user roles, groups, permissions, and agent onboarding.
· Ensure compliance with security and data access standards.
· Provide training and documentation for agents and internal teams.
Integrations & Enhancements
· Manage integrations with third-party tools (CRM, telephony, chatbots, etc.).
· Coordinate with IT and vendors for new features, upgrades, and enhancements.
· Test and deploy changes in alignment with business requirements.
Required Skills & Qualifications
· 3–4 years of experience administering Zendesk in a production environment.
· Strong understanding of Zendesk workflows, triggers, automations, and SLAs.
· Hands-on experience with ticket lifecycle management.
· Good knowledge of customer support processes and best practices.
· Experience with Zendesk reporting and analytics.
· Understanding of APIs and integrations is preferred.
· Strong problem-solving and communication skills.
· Ability to work independently and collaborate with cross-functional teams.
Preferred Qualifications
· Experience directly handling support tickets in Zendesk.
· Zendesk certification(s)
· Exposure to omnichannel support (email, chat, voice, social).
· Experience working in a fast-paced support environment.
- Must be willing to work in UK shift hours
- All your information will be kept confidential according to EEO guidelines.
- #LI-SA1
#LI-Remote