DraftKings Hiring for ZENDESK ADMINISTRATOR Job at Remote Full Time

At DraftKings, we’re inspired by our shared passion for developing creative solutions to complex challenges and empowering the people around us to do their best work. We are industry leaders in the digital entertainment and technology space and are propelled by constant curiosity and diverse perspectives.

THE STRATEGY BEHIND THE GAME

We are seeking a high-performing and self-driven Zendesk expert for the development and management of our email and chat routing for our Customer Experience, Fraud and VIP teams. This role is part of our newly created Workforce Management team that sits in our Shared Services organization. WFM supports and manages the operational functions in various geographical locations, including forecasting, capacity planning, scheduling, real time support, and WFM process optimization.

In this role, you will be responsible for managing workflow routing via Zendesk. You will leverage your experience along with passion for customers and employees to help ensure customer interactions are routing correctly and efficiently. We are innovators in the entertainment industry and we want you to help us further our mission of bringing sports fans closer to the games they love.

Sounds good to you? Join us!

WHAT YOU’LL DO AS A ZENDESK ADMINISTRATOR:

• Create and maintain documentation for all existing Zendesk routing logic

• Partner with business stakeholders and operations to develop strategic routing recommendations across email and chat

• Troubleshoot and resolve defects and routing errors

• Manage and implement new enhancement requests from business partners

• Leverage system expertise to expand value beyond Zendesk, including other WFM and Shared Services systems

• Ensure all activities follow a rigorous project management structure, including identifying impacted areas, requirement documentation, prod/non-prod testing, and communications

• Conduct ongoing analysis, assessment and review of business performance, processes and initiatives.

• Contribute to various operational activities (e.g. report production, system queries, process mapping, tracking, analysis and procedural support, premises, onboarding).

WHAT YOU’LL BRING:

• Undergraduate Degree or Technical certificate

• 3+ years of relevant Zendesk experience

• Experience in email/chat routine

• Being OK with ambiguity. We are building from the ground up!

• A self-motivator with excellent organizational and communications skills to prioritize and can multi-task in a collaborative or independent setting

• Attention to details and analytical mindset

• Experienced in conducting standard reporting, analysis and operational support.

• Flexible working hours. While this role would likely usually be during standard business hours, our core volume is during nights/weekends and needs to be managed accordingly

JOIN US!

Our teams are fueled by innovation. We are looking ahead, building what’s next, and continuously reinventing the industry. We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston, with teams around the world and an expanding global presence.

We strive to create a place where all feel safe, empowered, engaged, championed, and inspired. DraftKings is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

READY TO BUILD WHAT’S NEXT? APPLY NOW.

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.