Tech Support (English) – Remote Weekend Shift

Über das Unternehmen

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As a global company, we are committed to building a diverse and inclusive environment where everyone can thrive. We empower companies to put their customers first, and we’re looking for passionate individuals to help us achieve that mission.

Stellenbeschreibung

Are you a problem-solver with a passion for helping others? Do you excel at clear communication in English? We’re looking for a dedicated Tech Support Specialist to join our remote team, specifically for weekend shifts. In this role, you will be the first point of contact for our customers, providing top-notch technical assistance and ensuring their success with our products. This is a crucial role for customer satisfaction, requiring excellent troubleshooting skills and a customer-centric approach. As a fully remote position, you’ll have the flexibility to work from your home office, supporting our global customer base during critical weekend hours.

Hauptverantwortlichkeiten

• Provide prompt and professional technical support to customers via email, chat, and occasionally phone, focusing on weekend shift coverage.
• Diagnose and resolve technical issues related to Zendesk products, including troubleshooting complex software configurations.
• Escalate unresolved issues to the appropriate internal teams while maintaining clear communication with the customer.
• Document all customer interactions, technical details, and troubleshooting steps accurately in our internal systems.
• Contribute to the knowledge base by creating and updating articles to help customers self-serve.
• Collaborate with product and engineering teams to identify and resolve recurring issues and improve product functionality.
• Stay up-to-date with product updates, new features, and changes in our support processes.
• Maintain a high level of customer satisfaction through professional and empathetic service.

Erforderliche Fähigkeiten

• Fluent in English, both written and verbal, for effective communication with a global customer base.
• Proven experience in a technical support or customer service role, preferably with software products.
• Strong problem-solving and analytical skills, with the ability to diagnose technical issues efficiently.
• Excellent communication and interpersonal skills, with a patient and empathetic approach.
• Familiarity with CRM systems and ticketing tools (experience with Zendesk is a plus).
• Ability to work independently in a remote environment and manage time effectively.
• Availability to work full-time weekend shifts (e.g., Friday-Tuesday or Saturday-Wednesday).

Bevorzugte Qualifikationen

• Associate's or Bachelor's degree in a technical field (e.g., Computer Science, IT) or equivalent practical experience.
• Experience with web technologies (HTML, CSS, JavaScript) or API integrations.
• Knowledge of customer service best practices and ITIL framework.
• Multilingual abilities are a bonus.

Vorteile & Zusatzleistungen

• Competitive salary and performance bonuses.
• Comprehensive health and wellness benefits.
• Flexible remote work environment.
• Paid time off and public holidays.
• Opportunities for professional development and career growth.
• Access to a robust internal knowledge base and training resources.
• Employee assistance program and mental health support.
• Team-building events and virtual social activities.

Jetzt bewerben