Active
full-time
Customer Experience
Job Summary
Join Rockstar Games as a Zendesk Analyst to build and maintain critical customer experience platforms, driving omnichannel routing and automation for millions of player interactions. This role offers the chance to work on large-scale creative projects within an inclusive environment, enhancing player support globally.
About this job
This full-time, in-office Zendesk Analyst role at Rockstar Games involves building and maintaining omnichannel routing and automation for millions of player interactions. The Customer Experience Team focuses on improving player relationships and delivering outstanding support by building a platform foundation for efficient ticket resolution.
Requirements
- Bachelor's degree or equivalent, preferably in computer science, information systems, business operations, or a related field.
- 4+ years of hands-on Zendesk configuration experience in a customer service, BPO, or live operations environment, including triggers, automations, routing rules, forms, fields, views, and SLA policies. Zendesk Support Administrator Expert Certification strongly preferred.
- Track record of acting on your own initiative, identifying problems and opportunities, raising them, and driving them through to delivery.
- Experience translating business requirements into clean, well-documented platform builds that scale across multiple sites and BPO partners.
- Experience configuring and maintaining workforce management tooling such as Tymeshift, NICE, or Verint, with working knowledge of how WFM rules connect to operational adherence.
- Strong understanding of permissions, access controls, and security best practices in a multi-vendor environment, with the discipline to audit and flag risks proactively.
- Experience building reports in Zendesk Explore, Looker, Tableau, Power BI, or similar, and a habit of anticipating what stakeholders need from data before they ask.
- Strong communicator who works cross-functionally with Operations, WFM, Analytics, and AI/Automation teams, raises trade-offs early, and pushes back when requirements aren't clear.
Benefits & Perks
- Inclusive, highly-motivated environment where you can learn and collaborate with talented people.
- Commitment to equal opportunity, dignity, and respect.
- Provision of reasonable accommodations to qualified job applicants with disabilities.
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