Technical Support Specialist Engineer

2 weeks ago

Metro Manila, Philippines ZENDESK, INCORPORATED Full time
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 authorities at helping them determine what they need to improve their support operations, fast

Zendesk’s Technical Support team is made up of strong analytical and technically minded people with phenomenal troubleshooting skills. We are driven to help customers and can investigate learning a new product inside and out...sound familiar?

We are looking for someone to be part of a new kind of team - a team that will offer an effortless customer experience by providing support to both our Explore and Sunshine Conversation customers, as well as other new emerging products. In addition to traditional support functions through different communications channels, you will be poised to offer support and expertise on many other projects. You’re a great match if you possess fantastic troubleshooting skills, are driven to help customers, and have the ability to explore a new product to learn it inside and out. You will:

Provide support for all technical queries from customers related to Zendesk’s multi-product platform via live messaging/chat and asynchronous channels well as providing resolution for escalated technical issues

Own the customer experience and work to exceed their expectations. We treat our customers as if you would treat a guest in your own home

Handle Critical customer concerns

Swarm with less experienced colleagues using fundamental troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity

Consistently look for solutions to problems and propose improvements if something could work better

Drive product change and improvement to make Zendesk the top tier support platform

Be a mentor and an inspiration to your team through your continuous professional development, providing coaching, training and feedback to your peers where indicated.

Be Zendesk’s ambassador for all internal groups and help them be successful in their role You have:

At least 2 years of experience in a technical software environment

Experience solving issues in a chat-first environment

Demonstrable experience supporting and solving complicated issues mainly via live channels and asynchronous channels

The capability to evaluate and focus on in-depth problem analysis of Zendesk products and their integration into enterprise wide mixed environments, as well as replicate and detail for referral to Senior Support where required

Experience working in a swarming-based support environment

A deep knowledge of common help desk/ticketing solutions - Zendesk is a plus

Working experience with the following: JavaScript, APIs, integrations, Help Center/knowledge bases, web widgets, SDKs, analytics and logs searches

The ability to work with conflicting priorities by taking initiative and prioritizing accordingly

An understanding of the Enterprise and SMB landscape, be consultative and be able to optimize the customer experience for these two segments accordingly

Fluency in reading, writing and speaking English especially in a business context

Good articulation skills including technical writing ability You are:

A technical support enthusiast with strong troubleshooting skills and an ability to navigate through multiple product environments

A problem-solver and decision-maker, who easily guides customers through key moments of their experience (whichever contact channel they choose)

A dedicated teammate that can both follow and lead depending on the situation

A people person - you love talking to people and build a strong rapport with customers

An understanding ally able to relate 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 curious and results-oriented learner who can delve into existing or new products to learn them inside-out

Able to "zoom out" of a problem, in order to ask the right questions, and explain complicated issues in simple terms

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.

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.

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.

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