Genius Sports is looking for a Zendesk Administrator to join the Business Systems team. You will play a key role in enhancing our newly implemented Zendesk platform and delivering a world class service to our clients with a centralized communication platform to report their issues and automate and streamline the support experience for Genius Sports support staff.  This is an exciting opportunity to join Genius Sports as we accelerate our growth and build strong foundations across our systems.

Who you are

• An experienced Zendesk Administrator (or similar role) with a minimum of 3+ years’ experience.
• Experienced working with Ticketing systems, such as Jira.
• A strong communicator and able to build good relationships with stakeholders in Tech, Support & PMO and across the business.
• A good listener, with the ability accurately collect information to understand and assess your stakeholder’s requirements.
• A multitasker, with experience working in a fast-paced environment.
• Zendesk Certified, with Zendesk Support Administrator Expert or Zendesk Chat Specialist desired.

What you will bring

• Proficient in managing chat solutions and integrations within Zendesk, and experience with APIs and scripting languages (e.g., JavaScript, Python) is a plus. 
• A strong attention to detail.
• Accountability, with the ability to prioritise your workload and provide timely updates through to completion.
• A curious and creative mind, with an enthusiasm to learn & grow.
• An analytical and problem-solving mindset, to troubleshoot and resolve issues.

What you will do

• Develop and maintain integrations between Zendesk and other systems (e.g., CRM, ERP, marketing tools) to streamline operations and improve data flow.
• Implement and manage chat solutions within Zendesk, ensuring seamless communication between customers and support agents.
• Manage business rules via triggers, automations, SLAs, capacity rules, routing config, skills, and groups.
• Manage integrations (Apps, Webhooks, APIs) working with other stakeholders in Tech.
• Customize Zendesk to meet the specific needs of our support team, including creating macros, triggers, automations, and custom fields.
• Generate and analyze reports to monitor performance, identify trends, and provide insights for continuous improvement.
• Provide training and support to Zendesk users, ensuring they are proficient in using the platform effectively.
• Manage permissions, profiles, channels, business rules,
• Test, validate and implement changes in Zendesk, following best practice principles.
• Serve as a consultative partner to the business and Support Leaders in Service Delivery
• Work to meet expected business performance goals & OKR through delivery
• Engage and contribute to team & stakeholder meetings.
• Create & maintain user guides and documentation.
• Support with system upgrades

How we work

Most of your stakeholders are in teams who spend 2 days a week in the office, and you will need to be able to collaborate with them in person as and when required. You may be required to be in the office twice per week, but we work flexibly to balance the needs of people, projects & office space.