Technical Support Engineer
Ultimate.ai
Job Description
The best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across chat, email, phone, 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 Customer Advocates who are wizards at helping them figure out what they need to improve their support operations, fast! And we are always on the lookout for new talent!
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 you’d 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! You’ll 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 Zendesk’s 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 Zendesk’s 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 you'd be a phenomenal match! You’ll be part of an outstanding culture that is contributing to customer retention and expansion.
#LI-MJ1
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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.
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.
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.