Zendesk Administration Managerze

About us:

Delasport is where technology meets the excitement of sports and gaming! As a leading powerhouse in iGaming software, we provide everything from platform development to player account management. Our platform is designed to make every player feel like the star of the show, with personalized experiences and cutting-edge technology at its heart.   

Since our founding in 2010, we have won multiple international awards and have established a proven track record of excellence, stability, and overall success. This achievement only drives us to reach even greater heights.
Currently, we are proud to have over 500 experts across various business fields and several offices in Bulgaria (Sofia and Plovdiv), Ukraine, and Malta.

Your Team: 

At Delasport, you’ll work with a diverse and talented group of professionals who are passionate about redefining the iGaming experience. Your team will be dynamic, supportive, and dedicated to driving innovation, ensuring you have the resources and collaboration needed to excel. 

As the Zendesk Administration Manager, you will be responsible for overseeing the configuration, maintenance, and optimization of our Zendesk platform. Your role is crucial in ensuring that our operational teams run smoothly, efficiently, and effectively. You will build and manage a team of Zendesk administrators and collaborate closely with cross-functional teams to enhance our customer service capabilities and deliver exceptional experiences to our users. 

How You’ll Make an Impact:

Zendesk Platform Administration:

• Configure user roles, permissions, and access levels.
• Design and implement ticketing workflows, automations, triggers, and macros to streamline operational processes and improve efficiency.
• Integrate Zendesk with other internal systems (e.g., CRM, ERP) and third-party applications.
• Customize Zendesk dashboards, views, and reports to provide actionable insights into support operations and performance metrics.

 Self-Service Management:

• Implement self-service features such as chatbots, and AI-powered search to enhance user experience and deflect support tickets.
• Develop and organize a comprehensive content/library within Zendesk, including articles, FAQs, troubleshooting guides, and tutorials.
• Regularly review and update self-service content to ensure accuracy, relevance, and effectiveness in addressing customer inquiries and issues.

Performance Monitoring and Analysis:

• Monitor key performance indicators (KPIs) such as ticket volume, resolution times, customer satisfaction scores, and first contact resolution rates.
• Analyze support metrics and trends to identify areas for improvement, root causes of issues, and opportunities to enhance service quality and efficiency.
• Utilize Zendesk reporting tools and analytics to generate insights and actionable recommendations for optimizing support operations and resource allocation.

Training and Support:

• Conduct onboarding and ongoing training sessions for Zendesk administrators and stakeholders to ensure proficiency in platform usage and best practices.
• Provide hands-on support and guidance to team members on complex support cases, technical issues, and system configurations.
• Develop and maintain documentation, training materials, and knowledge sharing resources to facilitate continuous learning and skill development.

Bots Integration:

• Collaborate with stakeholders to design and implement chatbots and automation solutions within Zendesk to enhance customer support capabilities.
• Configure and customize bots to automate routine tasks, provide immediate assistance to customers, and improve response times.

Collaboration and Issue Resolution:

• Collaborate with cross-functional teams, but not limited to, IT, product management, marketing, VIP, Payments, and sales, to gather requirements and implement solutions that enhance operational processes and workflows.
• Liaise with Zendesk support teams and external vendors to troubleshoot and resolve technical issues, system outages, and performance bottlenecks.
• Act as a subject matter expert and primary point of contact for Zendesk-related inquiries, escalations, and enhancement requests from internal stakeholders and clients.

Compliance and Documentation:

• Ensure compliance with data protection regulations (e.g., GDPR, CCPA) and internal security policies by implementing appropriate access controls, data encryption, and audit trails within Zendesk.
• Conduct regular audits and reviews of Zendesk configurations, user permissions, and data usage to identify and address potential security risks or compliance gaps.
• Maintain detailed documentation and records of system configurations, changes, and user guidelines to support knowledge sharing, troubleshooting, and compliance efforts.

Continuous Improvement:

• Stay abreast of Zendesk updates, new features, and industry best practices through training, conferences, user groups, and professional networks.
• Proactively identify opportunities for process improvements, automation, and innovation within Zendesk to enhance the overall customer support experience.

Lead or participate in cross-functional projects and initiatives aimed at optimizing support operations, increasing customer satisfaction, and driving business growth.

Who You Are: 

• Excellent communication skills in English, both verbal and written.
• 5 years of experience in a similar position.
• Advanced computer skills (Microsoft office applications experience is a must), research and data gathering skills.
• Comfortable working directly with the client’s marketing professionals.
• Experience specializing in new business acquisition.
• Extremely detail oriented.
• Highly organized, able to juggle multiple priorities and meet reasonable deadlines.
• Significant experience of not less than 5 years in backend administration of Zendesk.

What We Offer to Make You Smile: 

We’re not just about work, we’re about perks, too! Here’s what’s in it for you:   

• Competitive Salary Package: We value your expertise and hard work. 

• Time Off: 20+ vacation days to relax and recharge. 

• Perks & Vouchers: From celebrating birthdays to welcoming newborns, we’ve got you covered. 

• Health & Wellness: Comprehensive health insurance and a Multisport card. 

• Continuous Learning: Budget for courses, certifications, and self-development. 

• Central Office Locations: Work in a fantastic, accessible spot. 

Wait, there's more: 

• Birthday Bash: Let’s celebrate YOU! Join our birthday parties to bring the team together and make everyone feel special! 

• Multicultural Days: Explore flavors and traditions! Experience the vibrant cultures of your colleagues through food, music, and fun activities! 

• Yoga Classes: Stretch and unwind! Join our yoga classes to relax and rejuvenate—perfect for some mid-day Zen! 

• Massages at the Office: Treat yourself! Enjoy on-site massages to melt away stress and tension right at your desk. 

• Chess Lessons: Checkmate your boredom! Join our chess lessons to sharpen your mind and have fun with friends! 

• Business English and Bulgarian for Foreigners Lessons: Level up your language skills! Our classes help you master Business English and Bulgarian for smoother communication! 

Ready to Be Part of Something Big?   

If you're excited to join a team that's revolutionizing the iGaming world and want to make a real impact, apply today. We can't wait to meet you! 

#LI-ONSITE