DAZN - Zendesk Specialist

2 weeks ago

Hyderabad, Telangana, India Dazn Software Private Limited Full time

DAZN is a tech-first sport streaming platform that reaches millions of users every week.

We are challenging a traditional industry and giving power back to the fans.

Our new Hyderabad tech hub will be the engine that drives us forward to the future. We're pushing boundaries and doing things no-one has done before.

Here, you have the opportunity to make your mark and the power to make change happen to make a difference for our customers.

When you join DAZN, you will work on projects that impact millions of lives thanks to your critical contributions to our global products.

Responsibilities :

- 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 decentralise administration where possible and create contingency plans in case of incidents whilst maintaining governance as our main admin.

Qualifications :

Requirements :

- At least 3-5 years of Zendesk admin experience.

- Proven building from scratch and problem-solving skills in Zendesk.

- Ability to capture and utilise data to make decisions.

- Experience in prioritising 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.

(ref:hirist.tech)

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