Technical Support Specialist Engineer

Job Description

Technical Support Specialist

Job Description

The 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

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.

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. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

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 peopleandplaces@zendesk.com with your specific accommodation request.

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.

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.

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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

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 peopleandplaces@zendesk.com with your specific accommodation request.