Professional Services Specialist

Join Rakuten Viber, a globally recognized messaging and communication platform, as a Professional Services Specialist. This role plays a critical role in ensuring our customers maximize the value of our products and services. This role combines technical expertise, project management skills, and a customer-centric approach to deliver exceptional support and guidance.

Reporting to the Director of Customer Support, the ideal candidate will be a Zendesk administrator with a strong technical background and the ability to manage projects effectively. Excellent communication skills are essential.

Responsibilities:

Technical Support & Troubleshooting:

• Provide technical assistance to customers, resolving complex issues related to our products and services.
• Diagnose and troubleshoot technical problems, escalating to engineering teams as needed.
• Develop and maintain technical documentation, knowledge base articles, and training materials.
  
  

• Manage and execute professional services projects, ensuring timely delivery and customer satisfaction.
• Define project scope, objectives, and deliverables in collaboration with stakeholders.
• Develop project plans, track progress, and manage risks.
  
  

• Manage and maintain the Zendesk instance, including configuration, customization, and user management.
• Develop and implement Zendesk workflows, automations, and integrations to optimize support processes.
  
  

• Work closely with sales, engineering, and product teams to ensure seamless customer experiences.
• Contribute to the development of new products and services based on customer feedback and market trends.
  
  

• Minimum of 2 years of experience in a technical support, professional services, or customer success role.
• Strong technical skills, including experience with API integration, scripting languages (e.g., Python, JavaScript), database technologies (e.g., SQL)].
• Excellent project management skills, with the ability to manage multiple projects simultaneously.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to work independently and as part of a team.
• Must be fluent in English.( Fluency in Russian is a significant advantage)
  
  

• Experience as a Zendesk administrator, with a deep understanding of Zendesk functionality and best practices.
• Bachelor's degree in a related field (e.g., Computer Science, Information Technology) or equivalent experience.