We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, forums and social media such as Twitter. Youre a great match if you possess fantastic trouble-shooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out.
Required:
- At least 2+ years of technical support experience
- Excellent customer service skills - the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
- Excellent organisational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
- A strong sense of urgency
- Ability to empower end-users to support themselves using our knowledge base
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- A desire to learn, master and teach
- Fluent written and spoken in English
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Experience/Skills Desired (but not all required):
- Basic knowledge of various mobile platforms; iOS, Android
- Solid technical support experience
- Prior customer service role is essential
- Knowledge of HTML, XML, JavaScript or CSS
- Experience with RESTful API
- Basic understanding of UNIX commands (for search, and other command line features)
- Intermediate understanding of authentication technology (SAML, JWT)
- Basic understanding of how SaaS integrations work
- Experience troubleshooting in a SaaS environment with an assertive deploy schedule
- Willingness to work on shifting schedule and hybrid model
#LI-ML12
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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