Pune · Hybrid

Managed Shared Services Consultant

Full-timePosted 6 Nov

Salary: Not disclosed
Experience: 3–6 years
Eligible batches: 2020 – 2023
Location: PuneHybrid

About the role

Zendesk is looking for a Managed Shared Services Consultant to configure and optimise Zendesk solutions for a global portfolio of customers. Based in Pune, you will work in a hybrid setting, collaborating with teams across regions while delivering high‑impact configuration updates.

Responsibilities

Maintain deep knowledge of the entire Zendesk product suite.
Manage a backlog of customer tasks, prioritising work within allocated hours.
Provide proactive guidance and business consulting to help customers optimise their Zendesk deployments.
Collaborate with global Managed Services Consultants to gather requirements, recommend solutions and prioritise initiatives.
Conduct detailed account reviews and configuration analyses to uncover improvement opportunities.
Design, test and roll out complex configuration changes in production environments.
Contribute to process and operational improvements within the team.

Eligibility

3‑6 years of professional consulting or customer‑success experience, preferably in a customer‑facing role.
Experience with Zend Zendesk or the broader customer‑experience industry is advantageous.
Strong communication and interpersonal skills for internal and customer interactions.
Ability to work independently, manage multiple projects and provide proactive recommendations.
Willingness to work in shifts and attend the Pune office part of the week.

Skills

SQL and Python scripting.
Analytical tools such as Excel, Tableau or Power BI.
Technical aptitude and problem‑solving ability for high‑impact production changes.
Optional language proficiency in German, French or Spanish.