Systems Engineer - Zendesk

Job Description

THE TEAM

Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

At Ticketmaster Fans come first. We care passionately about our fans interaction with our service channels and as the world's leading ticketing company, we are committed to setting the standard for a great fan experience. Our technology and services help make it easier for fans to connect with their favorite events and performers.

THE JOB

As a Junior Zendesk Systems Engineer within the Global Fan Experience team, you will play a key role in the development, configuration, and maintenance of contact center technology platforms for 100+ different Ticketmaster & Live Nation brands around the world. You will be responsible for managing and maintaining our company's Zendesk platform to meet the needs of our business and customers. You will collaborate with cross-functional teams to ensure that Zendesk is integrated with other systems and tools, maintain and enhance the environment, and ensure that customer data is properly managed and secured. You will also work closely with our team of developers and engineers to maintain and improve our web technologies including HTML, CSS, and JavaScript.

WHAT YOU WILL BE DOING
• Administering and managing Zendesk contact center platforms to ensure optimal performance and user experience across multiple markets.
• Creating and maintaining custom integrations with other systems and applications using APIs.
• Development of new features, with a strong focus on agent workspace and automations.
• Monitor, test and implement Triggers, Automation and Workflows.
• Monitor performance, ensure availability, and troubleshoot to resolve incidents as they arise.
• Support, Implement and/or optimize the following channels: Messaging and Social, Talk and Email, Bots, and automation.
• Implement and/or support SLAs based off the business needs.
• Establish and maintain operating procedures for the administration of the platform in line with company policies and processes.
• Develop and maintain user guides, policies, and procedures documentation for Zendesk.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• 2+ years of Zendesk (or equivalent Contact Center operations) experience
• Experience with multi-channel environments, including voice, email, social, chat/chatbots, and automations
• Knowledge of Web technologies including HTML, CSS, JavaScript
• Experience working with APIs
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong attention to detail and ability to multitask
• Experience with large contact centers is a plus

TICKETMASTER VALUES
• Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high-quality work on time and on task. Must be willing to take the time to do things right.
• Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.
• The successful applicant should be well organized, have good written and verbal communication skills, and be sensitive to customer frustrations with technology issues.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

EQUAL EMPLOYMENT OPPORTUNITY

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to

identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

Jobcode: Reference SBJ-g3w13x-3-12-149-192-42 in your application.