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.
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Skills Required
- 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
What We Do
M3 USA believes in growth, for our company and for the people who drive it's success. Founded with the goal of changing the world of medicine by leveraging the power of the internet, the M3 Group, of which M3 USA is a part, provides comprehensive, leading edge, digital services to the healthcare and life science industries. We reach over 2.5 million doctors through our physician websites across the US, Asia, and Europe. M3 offers a variety of proven ways to engage physicians and get important clinical and marketing messages to valued, targeted audiences. Our live programs are delivered by clinical educators who are credentialed healthcare professionals. They provide strategic solutions to address the gaps that occur in clinical practice in the management of chronic diseases while also improving access for sales representatives. Those solutions include disease state knowledge, appropriate patient diagnosis, adherence, best practices, treatment to guidelines and REMS programs. Our digital health information services that include: the most up-to-date daily, indexed clinical information/news; medical education; market research; ethical drug promotion; clinical development; job recruitment and clinic appointment services. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange and is a global leader in digital solutions in healthcare and has acquired dozens of companies across the globe. M3 Inc has had consistent growth since inception in 2000, with over 500 million dollars in revenue. Our great success is due to the skills and the high performance of our people, and has helped us attract some of the world’s leading talent from the most respected universities and Fortune 100 companies.
