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Customer Support Technical Expert

Tel Aviv District, Israel (On-site)

Customer Support Technical Expert

2 Weeks ago • 1 Years + • Administrative

About the job

7 skills required for this role

Test your skills to join the top 1% applicants for this job

html

javascript

css

monday

sql

communication

talent-acquisition

Job Description

As a Customer Support Technical Expert at Moon Active, you will manage all Zendesk operations, including multi-brand setup, user profiles, and custom configurations. You'll improve software usage, resolve technical issues, and develop tools for efficient support operations. Responsibilities include researching and implementing new tools, managing onboarding for new support tools, collaborating with other departments, and identifying gaps in the support process. The role requires strong technical abilities, analytical thinking, and excellent communication skills.

Must have:

1+ years Zendesk admin experience
Zendesk Support, Guide, Explore knowledge
API/App Integrations experience
3rd party software integration experience
Technical abilities and analytical thinking
HTML, CSS, JavaScript coding experience
Process building and documentation skills
Excellent written and verbal English communication

Good to have:

SQL experience
Help Shift and Monday.com experience

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.

We’re looking for an experienced and talented Customer Support Technical Expert to join our growing team. As the CS Technical Expert, you'll manage all support softwares, platforms, services, and integrations.

Responsibilities

Manage all Zendesk operations including managing a multi brand setup, creating and managing user profiles and roles, customizing forms, fields, views, triggers, and other business rules.
Improve usage of existing software and services, and seek resolution for technical issues.
Design, develop and implement tools and software relevant to the effective and efficient operation of the Customer Support team - understand the needs, research the ideal solution, collaborate with Security and Legal, and manage testing, integration, setup and ongoing maintenance.
Constantly research and initiate new ways to improve the support process by identifying new tools and services.
Introduce and manage Onboarding and managing new support related tools, from understanding needs and market research to including testing, integration, setup and ongoing maintenance
Work closely with department managers and leads to identify gaps as well as assist with different technical challenges.
Work on cross-department projects and act as a point of contact for other departments.

Requirements

1+ years of Zendesk administrator experience with in-depth knowledge of Support, Guide and Explore, including API/App Integrations
Experience working with 3rd party software, integrating new systems, etc.
Technical abilities, analytical thinking
Translate business requirements into technical deliverables
Ability to understand flows and provide creative troubleshooting solutions
Coding experience in HTML, CSS and JavaScript
Strong capabilities building organized processes and structured formal documentation.
English - excellent written and verbal communication skill

An advantage: