Workforce Optimization - Zendesk Specialist



Multiple locations
Posted on Saturday, February 3, 2024

We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.

Here, “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.

The Crown Is Yours

As a Workforce Optimization - Zendesk Specialist, you will be responsible for configuring Zendesk to optimize customer support operations and enhance overall associate and player experience. 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 customers closer to the games they love.

What you’ll do as Workforce Optimization - Zendesk Specialist

  • Assist with Zendesk tasks and routing QA under the direction and guidance of senior team members.

  • Troubleshoot and resolve defects and routing errors.

  • Manage and implement new enhancement requests from business partners.

  • 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

  • Bachelor’s degree in a related field or equivalent education and work experience.

  • 3-5 years experience working as a Zendesk administrator or similar software (Zendesk Admin Certification preferred but not required).

  • A self-motivator with excellent organizational and communications skills to prioritize and multitask 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 Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. 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. Don’t worry, we’ll guide you through the process if this is relevant to your role.

The US base salary range for this full-time position is $63,200.00 - $94,800.00, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range and how that was determined during the hiring process.