Zendesk Support Engineer

We are looking for a Zendesk Support Engineer to support the administration, optimisation, and reporting of our customer service platform, Zendesk, across multiple Live Nation businesses and brands.

The successful candidate will be responsible for managing and optimising CRM processes, ensuring seamless integration with other business systems and enhancing customer satisfaction through effective use of CRM technology. They will manage the day-to-day upkeep and stability of these contact centre platforms, being a first point of support for stakeholders across the business within a “service desk” style environment.

This role will report to the Director of Customer Communications team as part of the shared central resource team across the Live Nation estate. This is a key operational role in maintaining and improving our CRM and customer service infrastructure. The successful candidate will be responsible for the backend management of Zendesk, supporting reporting and analytics, maintaining ticket workflows and business rules and ensuring teams have the tools, insights and robust reporting needed to deliver a best-in-class fan experience.

This is an ideal opportunity for someone with hands-on Zendesk administration experience who enjoys working with systems, workflows, reporting, automation, and operational data.

What it’s like to work in the Team

The new role of Zendesk Support Engineer will be an integral part of the shared central customer service resource. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence and inclusivity across our estate., * Manage and maintain Zendesk across multiple business units, brands, venues, and festivals

• Configure and maintain ticket forms, custom fields, views, macros, triggers, automations, SLAs, and workflows
• Build and maintain reporting dashboards within Zendesk Explore
• Monitor platform performance and produce reports on SLA performance, ticket volumes, CSAT, response times, and agent productivity
• Analyse customer service trends and identify opportunities to improve processes and workflows
• Support automation and continuous improvement initiatives
• Work with teams across the business to ensure CRM systems support business needs
• Support CRM governance, QA processes, and documentation
• Train and support users on Zendesk functionality and CRM best practices
• Ensure contact centre systems remain compliant with all relevant regulations and guidelines - especially with regards to PCI Compliance, Privacy/GDPR and Information Security
• Assist with integrations between Zendesk and other business systems

• Experience working with Zendesk preferred (or equivalent customer service platform) in an administration/deployment/support capacity
• Strong understanding of Zendesk Support and Zendesk Explore
• Good understanding of customer service operations and familiarity with customer service metrics and reporting
• Experience managing triggers, automations, macros, SLAs, workflows, ticket forms, and custom fields
• Experience building reporting dashboards and operational reports
• Knowledge of integrations between CRM systems and business tools
• Experience supporting user training and Zendesk best practices
• Familiarity with simple coding or platform logic (e.g. Liquid, HTML, API workflows)
• Demonstrable ability in interpreting and analysing data and how to identify trends
• Ability to manage multiple priorities and stakeholders

Desirable

• Zendesk Administrator certification
• Experience of working with centralised reporting platforms (e.g. Power BI / Tableau / Looker Studio or similar data visualisation / dashboard software)
• Experience working with REST APIs
• Understanding of PCI Compliance, Privacy/GDPR and Information Security and customer data governance
• Experience within entertainment, ticketing, live events, hospitality, or customer experience environments

Behaviours

The following attributes determine how the role will be carried out and are required to be a success

• Strategic, proactive and solutions-focused
• Analytical with strong attention to detail
• Able to work effectively to tight deadlines and changing pressures in a fast-paced environment
• Collaborative, supportive and positive
• Comfortable managing multiple priorities and working across multiple teams and stakeholders at all levels
• Strong organisational and communication skills
• Driven to improve systems, processes, and fan experience

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com