We are looking for a talented Technical Support professional to become a Zendesk guru for our customers. You will be providing top-notch support through many different channels of communication – including: email, phone, chat, forums and social media such as Twitter and Facebook. You're a great match if you possess fantastic troubleshooting and analytical skills, are driven to help customers, and have the ability to dive deep into a new product to learn it inside and out.
Responsibilities:
- Answer all questions related to Zendesk and escalate when necessary
- Educate and empower our customers to become better Zendesk users
- Own the customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home.
- Proactively look for solutions to problems and propose improvements if something could work better
- Be Zendesk's ambassador for all internal departments and help them be successful in their roles
- Drive product change and improvement to make Zendesk the leading support platform
Soft Skills:
- You love talking to people on the phone and building relationships with your customers
- You are able to empathise with customers in a genuine way that lets them know you care about their issues
- You're a team player that can follow and lead as situations dictate
- You're able to make decisions and solve problems
- You have an ability to explain complex issues in beautifully simple terms
- You're curious and have a natural ability to "zoom out" of a problem, in order to ask the right questions.
- You're able to plan, organise, and prioritise work - this role wears many hats!
Technical skills and Experience required:
- At least 1 years experience in Customer Service
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- Experience using social media or web-based software, including Twitter, Facebook, Google Apps
- Knowledge of common help desk/ticketing solutions
- Fluent Italian and English (additional European languages a huge plus)
- Entitlement to work full time in EU for any employer
You are an ideal candidate if:
- You enjoy a fun and friendly work environment
- You like celebrating successes and accomplishments
- If you like engaging with your customers and colleagues
#LI-SD1
The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 100,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.
Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.
published: June 12, 2018