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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 trouble-shooting 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 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 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.
About Zendesk - Champions of Customer Service 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 have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you're collaborating from your home office, a Zendesk workspace, or the kitchen table, you're part of one team at Zendesk.
Zendesk 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. We are an AA/EEO/Veterans/Disabled employer.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to ****** with your specific accommodation request.
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