ZenDesk Specialist

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

Department 73-436 - Customer Services - CoE Employment Type Permanent - Full Time Location India - Hyderabad Workplace type Onsite Key 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 decentralize administration where possible and create contingency plans in case of incidents whilst maintaining governance as our main admin.

Requirements:

• 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

About DAZN At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 
As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.   DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:   Agility and creativity fuel growth and innovation, to Make It Happen. 
Prioritising what matters drives progress and positive outcomes, Focusing On Impact. 
Collective ambition builds optimism and success, in order to Win As One. 
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 
Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience. Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can. We look forward to hearing from you.