Zendesk Analyst

Rockstar; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Rockstar is hiring for a Zendesk Analyst to work in our Bangalore studio. The role focuses on building and maintaining Zendesk configurations to enhance customer service operations.

Candidate should have a Bachelor’s degree and 4+ years of Zendesk experience. Ideal applicants possess strong communication skills and a track record of innovative solutions in BPO settings.

This is a full-time position, and Rockstar is committed to an inclusive and supportive work environment.

Qualifications

• 4+ years of hands-on Zendesk configuration experience.
• Experience translating business requirements into platform builds.
• Strong understanding of permissions and security best practices.

Responsibilities

• Build and maintain Zendesk routing rules, triggers, automations.
• Build contextual workspaces to the Agent Workspace.
• Enforce Zendesk permissions and access controls.

Skills

Zendesk configuration

Problem identification

Cross-functional communication

Data reporting

Education

Bachelor's degree in a relevant field

Tools

Tymeshift

NICE

Power BI

Job description

Rockstar is looking for a Zendesk Analyst who is passionate to work on platform builds. This hire will be responsible for omnichannel routing and automation that supports millions of player interactions a year.

This is a full-time, in-office position based in Rockstar’s large game development studio in Bangalore, India.

WHAT WE DO

The Rockstar Games Customer Experience Team focuses on improving the relationship between our games and our players with the goal of delivering a continuous, outstanding support experience.

• We contribute to the brand by helping to improve the overall player experience.
• We provide global support operations across multiple languages, channels, and locations.
• We build the platform foundation that ensures the right ticket reaches the right agent at the right time, with the right context to resolve.

RESPONSIBILITIES

• Build and maintain Zendesk routing rules, triggers, automations, forms, fields, views, and SLA policies that translate Live Agent business requirements into reliable platform behavior.
• Bring ideas and improvements to the table, spotting friction in agent workflows, surfacing simpler or more reliable ways to configure, and driving the changes through to delivery.
• Build contextual workspaces to the Agent Workspace and Efficiency function's design specifications, raising trade-offs and design questions early rather than late.
• Configure and maintain Tymeshift business rules, working directly with Workforce Management (WFM) to translate adherence and intraday needs into platform behavior.
• Enforce Zendesk permissions and access controls consistently across Business Process Outsourcing partners, proactively auditing access and flagging risks before they become security issues.
• Build and maintain Explore dashboards and reports in partnership with Analytics, anticipating what Live Agent leadership needs from data before they ask.
• Implement Auto Assist, Copilot, and other Artificial Intelligence tooling configurations, partnering with the AI and Enablement function to translate procedure designs into reliable builds.
• Run change management with discipline, maintaining version control and a configuration change log, and proactively communicating changes to affected teams before they land.

REQUIREMENTS

• Bachelor's degree or equivalent, preferably in computer science, information systems, business operations, or a related field.
• 4+ years of hands‑on Zendesk configuration experience in a customer service, BPO, or live operations environment, including triggers, automations, routing rules, forms, fields, views, and SLA policies. Zendesk Support Administrator Expert Certification strongly preferred.
• Track record of acting on your own initiative, identifying problems and opportunities, raising them, and driving them through to delivery.
• Experience translating business requirements into clean, well‑documented platform builds that scale across multiple sites and BPO partners.
• Experience configuring and maintaining workforce management tooling such as Tymeshift, NICE, or Verint, with working knowledge of how WFM rules connect to operational adherence.
• Strong understanding of permissions, access controls, and security best practices in a multi‑vendor environment, with the discipline to audit and flag risks proactively.
• Experience building reports in Zendesk Explore, Looker, Tableau, Power BI, or similar, and a habit of anticipating what stakeholders need from data before they ask.
• Strong communicator who works cross‑functionally with Operations, WFM, Analytics, and AI/Automation teams, raises trade‑offs early, and pushes back when requirements aren’t clear.

PLUSES

Please note that these are desirable skills and are not required to apply for the position.

• Experience in gaming, live operations, or interactive entertainment industries.
• Zendesk certifications (App Developer, AI Specialist, or equivalent) beyond Support Administrator Expert.
• Experience with AI tooling integration in customer service platforms (Auto Assist, Copilot, conversational AI).
• Familiarity with skills‑based routing design and optimization.
• Experience supporting workforce planning for large‑scale product launches with significant volume variability.
• Passion for Rockstar Games and a genuine dedication to delivering outstanding player experiences.

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process, or need to request an accommodation, please notify your recruiter during the interview process.

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.