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Job Description
ZenDesk Specialist
Department: 73-436 - Customer Services - CoE
Employment Type: Permanent - Full Time
Location: India - Hyderabad
Reporting To: Amit Juyal
Description
Why Join DAZN?
Joining DAZN in Hyderabad means being part of a cutting-edge sports streaming company in a vibrant tech hub. You’ll work alongside passionate, talented professionals on innovative projects that reach millions of fans worldwide. Hyderabad offers a dynamic work environment with a great balance of career growth and lifestyle. If you’re excited about shaping the future of live and on-demand sports entertainment, DAZN Hyderabad is the perfect place to make your mark and grow your career.
Joining DAZN in Hyderabad means being part of a cutting-edge sports streaming company in a vibrant tech hub. You’ll work alongside passionate, talented professionals on innovative projects that reach millions of fans worldwide. Hyderabad offers a dynamic work environment with a great balance of career growth and lifestyle. If you’re excited about shaping the future of live and on-demand sports entertainment, DAZN Hyderabad is the perfect place to make your mark and grow your career.
The Role:
- Working in a fast paced, agile environment alongside our Customer Services Operations team to deliver our Customer Experience strategy
- Working to optimise our instance, launch new initiatives and improve the agent experience
- Administering the Zendesk platform and maintaining all supported channels, business rules and agent groups, updating views, managing integrations, and troubleshooting issues as needed
- Manage all of our existing channels and working alongside our Product Managers to introduce any new channels and markets
- Working to consistently improve our routing to drive agent efficiencies.
- Utilising problem-solving skills to create solutions in Zendesk where no out of the box solutions might exist.
- Working directly with Zendesk or any third party for internal tooling improvements
- Owning user reporting both real time and past performance statistics via Zendesk and constantly iterating and making improvements to this flow, consulting with various stakeholders along the way.
- Managing User profiles to ensure optimum utilisation of the platform
- Educating other key stakeholders on how to “self-serve” in Zendesk to decentralize administration where possible and create contingency plans in case of incidents whilst maintaining governance as our main admin.
What You’ll Bring:
- At least 3-5 years of Zendesk admin experience
- Proven building from scratch and problem-solving skills in Zendesk
- Ability to capture and utilize data to make decisions
- Experience in prioritizing tasks and solutions
- Experience in implementation or maintenance of Zendesk Messaging
- Any experience with navigating and updating legacy HTML, CSS, and JavaScript
- Zendesk Admin Certifications is a plus.