Job DescriptionThe best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across phone, messaging/chat, email and social media, and is designed to grow and scale so it works for companies of any size - from startup to enterprise.
When our customers have questions about any of our products, they turn to our internal team of Technical Support Specialists who are wizards at helping them figure out what they need to improve their support operations, fast!
Our Technical Support Specialists are a team of insightful, analytical and technically minded people with excellent troubleshooting skills.
We are looking for a Technical Support professional to become a Zendesk guru for our customers. You will be providing outstanding technical support through different channels of communication, including live messaging/chat and phone.
You will: Be the first point to provide resolution of all technical queries from customers related to Zendesk's multi-product platform via live messaging/chat as primary support channel and perform initial troubleshooting as needed.Be responsible for the customer experience and work to exceed their expectations. We treat our customers as if you would treat a guest in your own home.Dedicatedly look for solutions to problems and propose improvements if something could work better.You have: At least 2 years of experience in Technical Support, ideally in a software technical environment.Proven experience supporting customers and performing basic troubleshooting /replicating issues mainly via live messaging/chat, but also phone and email.The ability to evaluate, troubleshoot, replicate and follow-up on customer technical issues.Experience in a Swarming based support environment.The ability to multitask.Familiarity with API, HTML or/and CSS (desired).Proficiency in spoken and written French and English languages.Strong communication skills including technical writing ability.A good level of digital proficiency.Knowledge of common help desk/ticketing solutions, Zendesk is a plus.Experience troubleshooting analytics is a plus.You are: A people person - you love talking to people and build a strong rapport with customers.An empathiser. You connect with customers in a genuine way that lets them know you care about their issues.Inspiring and excellent at helping your teammates around you.A teammate that can both follow and lead depending on the situation.A problem-solver.Able to explain complex issues in simple terms.Curious, with an ability to "zoom out" of a problem, in order to ask the right questions.Keen to learn and try new things.
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