About Skillz

Skillz is driving the future of entertainment by accelerating the convergence of sports, video games and media for a booming mobile-first audience worldwide. The company’s platform empowers mobile game developers and players with access to fun and fair for real prizes, shifting the paradigm to make esports accessible to anyone, anywhere.

Skillz helps developers build multi-million dollar game franchises by turning content into competitive social gaming properties for the world’s 2.6 billion gamers. The company has already worked with 13,000 game developers, leveraging its patented technology to host over 800 million tournaments for 18 million players worldwide.

This year, Skillz was recognized as one of Fast Company’s Most Innovative Companies and CNBC Disruptor 50 (for the second time). In 2018, Skillz was listed as one of Forbes’ Next Billion-Dollar Startups and Entrepreneur Magazine’s 100 Brilliant Companies. In 2017, Inc. Magazine ranked Skillz the No. 1 fastest-growing private company in America.

The company is backed by leading venture capitalists, media companies, and professional sports luminaries, ranging from Liberty Global, Accomplice, Wildcat Capital, Telstra Ventures, and a founder of Great Hill Partners to the owners of the New England Patriots, Milwaukee Bucks, New York Mets, and Sacramento Kings.

Who we're looking for:

Skillz is looking for a Tooling Analyst to support our growing Customer Advocacy team as well as liaising with other department leaders and their collaboration with the Customer Advocacy organization. In this role, you will be responsible for the daily configuration, and maintenance of our Zendesk account and its instances. You will be the point of contact for the platform’s capabilities and other related support tools configurations.

A successful candidate for this role must exhibit extraordinary attention to detail, Process Development experience, strong Project Management skills, Change Management experience, and be able to quickly build relationships with department leaders.

What you'll do:

Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
Complete regular internal system audits and prepare for upgrades as well as take ownership and monitor system access
Assist in the creation of long-term strategic goals for high data quality and appropriate data use
Use analytics to improve ticket deflection and agent productivity
Monitor data quality, data migrations, and data integration.
Evaluate and configure Zendesk, and provide detailed end user documentation
Provide technical support to end users, diagnosing and resolving problems

Your skillz:

Excellent project management skills
Well versed in ticketing system architecture and automation
Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
Creative and analytical thinker with strong problem-solving skills
Must demonstrate exceptional verbal and written communication skills
Must demonstrate ability to communicate effectively at all levels of the organization
Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
2+ years experience as an Administrator with Zendesk (Support, Chat, Talk, Guide) and Help Desk experience working with Customer Support teams
3-5 years business analysis, business process engineering or project management (preferred)
Experience with Zendesk Explore analytics tool (preferred)
Tech start up and gaming experience (strongly preferred)