Zendesk Analyst

About Rockstar Games and the Role

Rockstar Games is renowned for producing premier entertainment experiences. Join an enthusiastic and diverse team within a stimulating environment, working on extensive and engaging projects in the gaming industry. We seek a Zendesk Analyst who will manage and optimize platform operations handling millions of player interactions annually. This role is based full-time onsite at our Bangalore development studio.

Role Overview

The Customer Experience Team at Rockstar is dedicated to enhancing the interaction between our games and players to provide excellent ongoing support. Our responsibilities include strengthening the brand through improved player experiences, managing global support operations in multiple languages and channels, and creating robust platform systems that deliver tickets efficiently with appropriate context for resolution.

Key Responsibilities

• Develop and upkeep Zendesk configurations such as routing rules, triggers, automations, forms, fields, views, and service level agreements aligning with business needs.
• Identify opportunities to enhance agent workflows by suggesting and implementing simpler and more dependable configurations.
• Design contextual workspaces in adherence to agent workspace and efficiency specifications, proactively addressing design trade-offs and questions.
• Configure and maintain Tymeshift rules to meet workforce management requirements in collaboration with the WFM team.
• Manage Zendesk permissions and access controls for third-party business process outsourcing partners, conduct regular audits, and mitigate security risks.
• Create and maintain Explore dashboards and reports in partnership with Analytics, anticipating leadership data requirements.
• Implement artificial intelligence tools such as Auto Assist and Copilot, working closely with AI and Enablement teams.
• Maintain disciplined change management practices including version control, configuration logs, and proactive communication of changes to stakeholders.

Qualifications and Experience

• Bachelor's degree or equivalent in computer science, information systems, business operations, or relevant fields.
• A minimum of 4 years’ practical experience configuring Zendesk in customer service or live operations, including triggers, routing, views, SLA policies; Zendesk Support Administrator Expert certification is highly preferred.
• Proven ability to proactively identify and resolve problems, driving initiatives to completion.
• Experience converting business requirements into scalable, well-documented platform implementations across multiple sites and BPO partners.
• Familiarity with workforce management tools like Tymeshift, NICE, or Verint, and understanding of adherence and intraday operational needs.
• Comprehensive knowledge of permissions and security protocols in complex environments, with auditing and risk identification skills.
• Expertise in building reports using Zendesk Explore, Looker, Tableau, Power BI, or similar analytics platforms.
• Effective communicator adept at collaborating with Operations, WFM, Analytics, and AI teams, capable of assessing trade-offs and clarifying requirements.

Additional Preferred Skills

• Experience in gaming, live operations, or interactive entertainment sectors.
• Advanced Zendesk certifications such as App Developer or AI Specialist.
• Knowledge or experience with AI integration in customer service platforms.
• Understanding of skills-based routing design and workforce planning for high-volume product launches.
• A passion for Rockstar Games and a commitment to exceptional player support.

Equal Opportunity and Inclusion

Rockstar is committed to fostering an inclusive workplace that respects all individuals regardless of age, disability, gender identity, sexual orientation, religion, race, or other protected characteristics. Reasonable accommodations during recruitment and employment are provided for qualified individuals upon request.