Technical Support Engineer

So if you are:

• A technical support evangelist who is driven to troubleshoot and navigate through multiple product environments

• A decision-maker who effortlessly guides customers through key moments of their journey predominantly in-the-moment via live Chat but also email and phone

• A curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out

then we think youd be a great match! The best-in-class support you will provide through many different channels of communication both internally and externally is the blueprint for how we do Zendesk on Zendesk! Youll quite literally be advocating for our products through the daily work you do and be part of a unique culture that is contributing to a period of exciting and rapid company growth.

What you will do:

• Provide support for all technical queries from customers related to Zendesks multi-product platform via live messaging/chat as primary support channel as well as providing resolution for technical issues escalated by the Technical Support Specialists

• Handle Critical escalations

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

• 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

• Drive product change and improvement to make Zendesk the leading 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 necessary

• Be Zendesks ambassador for all internal departments and help them be successful in their role

Who 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 effortlessly guides customers through key moments of their journey (whichever contact channel they choose)

• A solid 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 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 curious and ambitious learner who can deep-dive 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 complex issues in simple terms

Technical skills and Experience required:

• 4 years of experience at doing phone email and live chat support in in a technical environment (ideally Software/SaaS product support)..

• Proven experience supporting and troubleshooting complex issues mainly via online channels and also email.

• The ability 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 document for further escalation where required.

• Experience working in a Swarming based support environment

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

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

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

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

• Strong communication skills including technical writing ability

If this sounds like you then we believe youd be a phenomenal match! Youll be part of an outstanding culture that is contributing to customer retention and expansion.

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