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.

Project Management:

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.

Zendesk Administration:

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

Collaboration:

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.

Requirements
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)

Advantages
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.