Technical Support Specialist

Zendesk

151d • $30 - $45 • Remote

About The Position

We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, and forums. You are able to understand customer needs, anticipate their challenges, advocate internally for solutions, and communicate effectively to provide the best possible customer experience. You bring technical and support expertise to this team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.

Requirements

• Four to six years experience supporting customers on enterprise software.
• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions.
• Knowledge of HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus.
• Intermediate understanding of authentication technology (SAML, JWT).
• Proven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicate creative, diplomatic solutions to problems; manage competing priorities on a daily basis.
• Self-motivated, and possess a strong sense of responsibility and initiative.
• Must be willing to occasionally work outside of business hours or on a weekend rotation as needed.

Nice To Haves

• Innovative thinking - 'how can we' attitude.
• Strong tools knowledge around GSuite, Slack, Confluence.

Responsibilities

• You are an integral member of a highly technical team dedicated to delivering technical support and guidance.
• You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers' eyes.
• You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.
• You are a master of prioritization.
• You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
• Ability to empower end-users to support themselves using our knowledge base.
• A desire to learn, master and teach across technical fields.

Benefits

• The US hourly base rate range for this position is $30.29-$45.67.
• This position may also be eligible for bonus, benefits, or related incentives.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services