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Zendesk Analyst
Full-time
Rockstar is looking for a Zendesk Analyst to work on platform builds, responsible for omnichannel routing and automation that supports millions of player interactions a year. The Customer Experience Team builds the platform foundation that ensures the right ticket reaches the right agent at the right time. This is a full-time, in-office position in Bangalore.
Responsibilities
Build and maintain Zendesk routing rules, triggers, automations, forms, fields, views, and SLA policies.
Spot friction in agent workflows and drive simpler, more reliable configurations through to delivery.
Configure and maintain Tymeshift business rules in partnership with Workforce Management.
Implement Auto Assist, Copilot, and other AI tooling configurations with the AI and Enablement function.
Build and maintain Explore dashboards and run change management with version control.
Requirements
4+ years of hands-on Zendesk configuration in a customer service, BPO, or live operations environment. Support Administrator Expert Certification strongly preferred.
Experience translating business requirements into clean, documented platform builds that scale.
Experience configuring workforce management tooling such as Tymeshift, NICE, or Verint.
Pluses: AI tooling integration in customer service platforms (Auto Assist, Copilot, conversational AI).
