Customer Support Technical Expert

4 Months ago • 1 Years + • Administrative

Job Summary

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

Job Details

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:

  • Experience with SQL
  • Experience with Help Shift, Monday

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About The Company

As one of the world’s fastest-growing mobile game companies, we produce engaging entertainment that is enjoyed by players across the universe!

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

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