Technical Support Specialist

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 crafted 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 determine 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.

We are a digital-first workplace, and this position will be fully remote

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
• Demonstrable experience supporting customers and performing basic troubleshooting /replicating issues / evaluating and following up on customer technical issues mainly via live messaging/chat, but also phone and email
• Experience in a Swarming based support environment
• The ability to multitask
• Familiarity with API, HTML or/and CSS
• Proficiency in spoken and written German and English
• Good communication skills including technical writing ability
• A good level of digital proficiency
• Knowledge of common help desk/ticketing solutions, Zendesk is an advantage
• Experience troubleshooting analytics is a plus