Customer Support Technical Expert

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.
  
  

• 2+ years of Zendesk administrator experience with in-depth knowledge of Support, Guide and Explore, including API/App Integrations
• Experience in project management
• Experience working with 3rd party software, integrating new systems, etc.
• Technical abilities, analytical thinking
• Translate business requirements into technical deliverables
• English - high level
  
  

• Experience in Customer Support, ideally in a lead role
• Experience with Help Shift, Monday and Slack