Customer Service Technical Specialist

About the job

We’re Fever!

Fever is the leading global entertainment discovery platform, and has revolutionized the world of entertainment since 2015, inspiring over 45 million people every month to discover the best experiences in their cities. Fever empowers event organizers to create amazing experiences, with successful examples such as the “Candlelight Concert Series” attended by over 1 million guests, the Los Angeles based “Stranger Things: The Drive-Into Experience”, or the “Mad Hatter G&T Party” in multiple cities across the world.

Fever is a US company with a team of over 550 people, currently present in more than 80 cities, with offices in New York, Los Angeles, Chicago, London, Paris, Madrid and Barcelona, and is backed by leading institutional investors, including Rakuten Capital, Accel, Fidelity and Atresmedia among others.

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

BENEFITS

• Opportunity to have a real impact in a high-growth global category leader
• 40% discount on all Fever events and experiences
• Work in a location in the heart of Madrid
• Home office friendly and flexible schedule
• Responsibility from day one and professional and personal growth
• Great work environment with a young, international team of talented people to work with!
• Health insurance and other benefits such as Flexible remuneration with a 100% tax exemption through Cobee.
• English Lessons
• We have free food, drink and fruit at the office!
• Possibility to receive in advance part of your salary by Payflow

Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count. Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities. We encourage everyone to apply!