Zendesk Administrator - IT Operations

Job Title : ZENDESK ADMIN

Client : DAZN

Location: Hyderabad

Description

Exp: 4+ years

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 can 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

This is the perfect place to work if you are passionate about technology and want an opportunity to use your creativity to help grow and scale a global range of IT systems, Infrastructure and IT Services.

Our cutting-edge technology allows us to stream sports content to millions of concurrent viewers globally across multiple platforms and devices. DAZN's Cloud based architecture unifies a range of technologies in order to deliver a seamless user experience and support a global user base and company infrastructure.

This role will be based in our brand new Hyderabad office. Join us in India's beautiful "City of Pearls" and bring your ambition to life.

As a Sports streaming service, underpinned by technology and data-driven decisions we are looking for a Zendesk Admin to manage our customer service platform and execute our commitment to delivering a top-class experience across our service touchpoints.

You will take ownership of the configuration, customization, and optimization of our Zendesk platform to support our global operations teams and ensure seamless customer interactions.

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 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 not 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.

Requirements
• At least 4+ 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.

Candidate Name

Please Share These Details With Application :

How many years of Experience do you have in Setting Up Zendesk from scratch ?

What are the Integration platforms you are familiar with in Zendesk?

What was the size of user base you have managed on the platform?

Do you have any prior Line management or Team Management experience, if yes pls mention the Team Size?

Do you have experience on System Ownership/what were there key roles or functions you have handled before?

Do you have Exp in managing multilingual format in Zendesk or any other similar kind of experience.

Fresh Desk exp is good to have, do you have any exposure.

(ref:hirist.com