Traffic Specialist (Zendesk Admin)
Craft:Customer & Game Support
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.
King is the game developer behind the world- famous Candy Crush franchise, as well as mobile game hits including Farm Heroes, Bubble Witch and Pet Rescue. Candy Crush is the top- grossing franchise in US app stores, a position it has held for the last two years, and King’s games are being played by 245 million monthly active users as of Q3 2021. King, which is part of the Activision Blizzard group since its acquisition in 2016, employs nearly 2,000 people in game studios in Stockholm, Malmö, London, Barcelona and Berlin, and offices in San Francisco, New York, and Malta.
A Great Saga Needs All Sorts of Heroes
Making games is fun. Especially when you do it with people who share the same idea of what makes a good workplace great. We design games for everyone, no matter where they are or who they are, and we employ all sorts of people from all kinds of backgrounds to bring them to life. Truth is, we simply cannot expect diversity in our players and originality in our games without first nurturing it in our people. A great saga needs all sorts of heroes.
Making the World Playful
Making the World Playful is what inspires us to create new experiences and raise the bar. It’s what makes King a place where we can all dream bigger, continue to add innovation to our games, broadening the portfolio and exploring new territories in mid- core and casual. We take the art and science of gaming to the next level through our curiosity for the unexplored, passion for games, respect for each other and love for our players - and we’re not afraid to have fun along the way. In fact, together with our parent company Activision Blizzard and experts around the world, we believe having fun is good for you. There has never been a better time to join us. We're dreaming bigger and see a world of possibilities ahead. If you share our passion, our values, and our hunger to shape the future, join us in Making the World Playful!
Applications need to be in English.
Discover King at careers.king.com
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