Overview

Our client Patrianna, are driven by their passion to deliver world-class gaming/gambling experiences to millions of players across the globe. As a dynamic and international team, they embrace a collaborative, remote-working culture, focused on innovation and excellence in everything they do.

As a Zendesk Administrator, you will be responsible for managing and optimizing our Zendesk platforms to ensure efficient customer support across our brands. Your expertise will help streamline processes, improve user experience, and integrate tools to enhance customer engagement.

Key Responsibilities:

Administer and manage multiple Zendesk instances, including setup, configuration, and maintenance.
Customize Zendesk features to meet the distinct needs of each brand.
Develop and implement workflows, triggers, and automations to enhance efficiency.
Configure reports and dashboards to track key performance metrics and support strategic decision-making.
Oversee integrations with external tools and platforms to improve data flow and enhance customer experiences.
Monitor and analyze support ticket data to provide insights and recommend improvements.
Collaborate with cross-functional teams to ensure seamless integration of Zendesk with other systems.
Provide training and support to customer service representatives on best practices and system usage.
Troubleshoot and resolve any technical issues within the Zendesk environment.

Qualifications:

Proven experience as a Zendesk Administrator or similar role, preferably in the online gaming or casino industry.
Strong understanding of Zendesk features, including ticketing, reporting, and automation.
Experience configuring reports and dashboards to inform business decisions.
Familiarity with external tool integrations and best practices for data synchronization.
Excellent problem-solving skills and attention to detail.
Ability to work collaboratively in a fast-paced, dynamic environment.
Familiarity with customer service best practices and metrics.