Technical Support Manager

ZEBEDEE

Remote Remote

Full Time

Customer Operations

Dec 16

This job is no longer accepting applications.

The Role:

We are looking for a Technical Support Manager to join the ZEBEDEE team in the intersection of Engineering and Customer Success. Responsibilities will be variable and will depend on the specific project currently being worked on, but will typically include:

  • Draw on customer-facing skills and technical knowledge to help Partners successfully adopt ZEBEDEE's technology.
  • Maintain the Zendesk customer support board and know which internal teams to elevate issues with.
  • Lead automation of processes around Zendesk customer support requests.
  • Act as 'first contact', and answer requests from Partner game developers and gamers/users aiming to resolve issues and concerns.
  • Finding new ways to help increase productivity of ZBD support through understanding metrics, monitoring, and alerting.
  • Creating tools to help with day-to-day operations.
  • Coming up with initiatives and suggesting best practices to be followed.
  • Work with a small team to strategize, organize and plan customer success efforts.

Requirements:

  • 1-3 years of technical customer support experience, working as Technical Support/Support Engineer or similar.
  • Firm grasp on Zendesk (1-3 years of use).
  • You believe in the power of notes and documentation.
  • Able to support the Engineering team in matters relating to customer bugs/issues.
  • Friendly, motivated and a great team player.
  • Able to explain technical concepts to gamers and game developers in digestible manner.

Nice To Have:

  • Deep understanding of Zendesk/Salesforce automation
  • Previous experience in owning customer success team workflow designs, reporting, or other admin responsibilities.
  • Knowledge of, and experience working with Bitcoin and Lightning Network software.

Decentralized / Remote Environment:

ZEBEDEE is a fully remote working company. We seek to hire the best talent from around the world, wherever you may live.

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ZEBEDEE

Powering real economies in virtual worlds

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