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Customer Service Technical Specialist

We’re Fever!

Fever is the leading global tech-enabled entertainment discovery platform with a clear mission: to inspire through live entertainment. 

Our mobile-first marketplace allows both discovery/inspiration and seamless 2-click booking. Fever has also created a media network where our online communities can look for inspiration and local information (Secret Media Network owner of media outlets like Secret NYC, Secret London or Madrid Secreto among others). Fever and its Secret Media Network inspires over 60 million people every month to discover the best experiences in their cities.

The preferences expressed by these communities allow us to create new experiences, which we call “Fever Originals”. These are proprietary experiences in which we follow a data-driven content creation strategy, using analytics to understand audiences, develop and optimize new formats. Some successful examples include the “Candlelight Concert Series” attended by over 3 million guests, the Los Angeles based “Stranger Things: The Drive-Into Experience” co-produced with Netflix, or the “Mad Hatter G&T Party”, all launched in multiple cities across the world.

Fever is a US company with a team of over 750 people, currently present in more than 80 cities, with offices in many exciting cities such as New York, Los Angeles, Chicago, London, Paris, Madrid, Barcelona, or Sydney, and is backed by leading institutional investors, including Rakuten Capital, Accel, and Atresmedia among others.

In order to pursue this objective we are looking for bar-raisers, people that want to work hard, have fun, and make history with us.

What do we do?

Fever’s marketplace is composed of events and experiences hosted by organizers that we provide visibility to, via our marketplace and media network. We offer a curated and individualized selection of experiences to our user base, hoping to inspire them and change the way they see the city. 

Given Fever and the Secret Media Network provide us with millions of data points and insights around how people consume offline entertainment, we are also able to go one step further in the value chain and create our own “Fever Originals” experiences, in collaboration with the best organizers in the world. This allows us to offer our user base unique and differentiated experiences and keep them engaged with our platform.

Responsibilities

  • Maintain expert-level understanding of all Zendesk enhancements and releases
  • Manage a queue of operational requests, prioritizing against evolving business priorities
  • Identify and integrate Zendesk apps and addons to improve operations and efficiency
  • Coordinate the implementation of internal tech developments for user support
  • Work with our engineering team to effect automations which solve out our highest inbound volume
  • Administer the use of various talk, text, and email platforms to optimize effectiveness of Operations teams
  • Support a culture of continuous improvement to continually raise the bar of execution
  • Identify operational weaknesses and help improve or innovate new processes
  • Collaborate with other teams to ensure efficiency and cross functional alignment as we build and scale
  • Build strong relationships with stakeholders in various teams such as Product, Technology, Operations and CRM

 

Requirements

  • BA/BS in Business, Economics, Engineering, or other quantitative fields
  • 3-5 years of system or application administration experience
  • Zendesk Administrator experience with the Support Suite (Support, Talk, Guide, Chat, Explore)
  • Deep understanding of Support: Groups, Custom Roles, Ticket Forms, Conditional Forms, Triggers, Events Window, etc.
  • Working knowledge of Zendesk API and its functional applications
  • SQL experience
  • Proven ability to communicate technical information to non-technical audiences, and translate feedback from non-technical audiences into actionable implementations
  • Proven ability to solve practical business problems
  • Proven project management, multitasking and prioritization skills
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment
  • Highest standards of accuracy and precision; extremely organized
  • Excellent written and verbal communication

Preferred Qualification

  • Demonstrated ability to deliver results in a fast-paced environment
  • Product development experience
  • Experience in the media, digital and/or tech industries
  • Professional experience with Tableau, R, or Python
  • Growth mindset: seek out learning opportunities for yourself and the team

 

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