ZenDesk Specialist

Hyderabad, India /
A - Dept HM uses to open req – 73-436 - Customer Services - CoE /
Full-Time, Permanent
/ On-site
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

 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.

As our new ZenDesk Admin you’ll have the opportunity to:

    • Working in a fast paced, agile environment alongside our Customer Services Operations team to deliver our Customer Experience strategy.
    • Working to optimize 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.
    • Utilizing 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 utilization 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.

You’ll be set up for success if you have:

    • Ability to capture and utilize data to make decisions.
    • Proven building from scratch and problem-solving skills in Zendesk
    • Proven building from scratch and problem-solving skills in Zendesk
    • At least 3-5 years of Zendesk admin experience
    • 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.
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.
If you're ambitious, inventive, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. We are supported by our talented Employee Resource Group communities: 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.