Job DescriptionWe 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, and video conference. You're a great match if you're a quick learner and possess fantastic technical troubleshooting skills. You are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it quickly but also can teach it.
Required: At least 4+ years of technical support experience in a similar environmentCustomer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientiousWritten 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 articlesTroubleshooting skills - identifying and replicating customer issues, educating customers on workarounds while understanding their business needs and impacts, and determining if reported issues are bugs by checking for known issues and assessing their impactOrganizational skills - Prioritizing and multitasking is part of your daily routineAbility to empower end-users to support themselves using our knowledge baseAbility to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalationExperience in collaborating with other departments such as Product, Engineering, and SalesA drive for learning (self-development), mastering, and teachingA keen eye for process improvement opportunities and an ability to deliver on the changes neededFluent written and spoken in EnglishExperience/Skills Desired: Experience with various mobile platforms; iOS, AndroidExperience with HTML, JavaScript, or CSSConfident with RESTful APIExperience with SDKExperience with analytics tools (troubleshooting or analyzing data)Basic understanding of AI tools and chat botsBasic understanding of UNIX commands (for search, and other command line features)Solid understanding of Single Sign On methods (SAML, JWT, and 3rd party providers)Solid understanding of how SaaS integrations workExperience troubleshooting in a SaaS environment with a fast-paced deploy scheduleExperience using logging tools such as Datadog or KibanaProficient using own or team testing suites/accounts to troubleshootZendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
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