Traffic Specialist (Zendesk Admin)

Craft:

Job Description:

We are looking for an expert and motivated Traffic Specialist to join our Player Support department in a Team First Hybrid Working. This role is based in Barcelona. You’ll be working closely with our Operational Support team to supervise customer service traffic, identify trends, and communicate your findings to internal and external collaborators, such as senior management, service partners, and game studios. Finally, you’ll be responsible for the management of our CS tool (Zendesk) to deliver the best user experience for our players.

You’ll also have the opportunity to work on projects sought at improving our service- our goal is to help our players! This is a multifaceted role with a focus on data, insights, and meaningful metric monitoring. If you have a curious and analytical mind, then we would love to hear from you. 

Your role within our Kingdom:

• Supervise and build dashboards while ensuring that we enforce to our KPIs.

• Understand our traffic drivers across multiple contact channels and communicate your findings and recommendations verbally and via reporting. 

• Coordinate real- time activities to ensure operational readiness.

• Assume the role of traffic expert within the team and support other team members.

• Conducting daily, weekly, and monthly meetings with operational leaders. 

• Independently find opportunities, including methods for contact deflection and improvements that improve player happiness.

• Proactively search for improvements, propose solutions, and measure impact. 

• Mitigate traffic increases by proposing solutions and coordinating our team’s response.

• Maintain and handle the service desk system by developing and updating our workflows. You will be administrating our different configurations (triggers, automation, macros, views, custom fields, etc…), ensuring a seamless experience for players and business.

• Drive continuous improvement initiatives to build a scalable and efficient tool configuration. Deploy scalable processes and rules to ensure data hygiene, process compliance, and clean reporting.

• Act as main POC with our tool provider to guarantee swift resolution of incidents. Troubleshoot, diagnose, and resolve problems.

• Research and conduct experiments on new Zendesk products, including third- party apps. Prioritize projects based on cross- functional needs

• Assist in developing training materials and training users on Zendesk

Skill to create thrills

• At least 2 years of direct Zendesk administration experience.

• Experience in dealing with data from numerous sources and analyzing trends.

• Good communication and organizational skills, with the ability to communicate your analysis in a clear and unambiguous way. You are confident discussing trends and telling stories.

• Experience in customer service operations and understanding of day- to- day service levels.

• Creative problem- solving skills- you like to find solutions to problems.

• Highly professional and autonomous that deliver against their commitments despite constraints.

• The ability to work well, both autonomously and as part of a larger team.

• Excellent writing and speaking skills in English.

• Good collaborator leadership skills.

• Ability to change priorities quickly, deal with ambiguity, confront issues directly, and work well as part of a team.

• Proactivity and high energy to grow the role and the function within King.

Tasty bonus skills:

• Experience using a variety of customer services response platforms, such as email, chat, social media, and community. 

• Above- average MS Excel skills and experience with data visualization tools (looker, tableau, etc,…).

• Experience managing projects, being technology savvy, and being able to communicate well at all levels.

• Experience in the games industry or similarly sophisticated customer- facing digital businesses.

About King