Technical Support Specialist

5 days ago


Melbourne, Victoria, Australia Zendesk, Inc. Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Zendesk, Inc. as a Senior Technical Support Engineer.

Key Responsibilities
  • Utilize exceptional troubleshooting skills to assess, address, and follow up on customer issues, ensuring prompt resolution.
  • Collaborate with cross-functional teams to determine the root cause of complex technical problems and successfully implement solutions.
  • Empower end-users by guiding them to support themselves using our knowledge base.
  • Communicate with customers in a compassionate, responsive, and resourceful manner, ensuring a flawless customer service experience.
  • Replicate and document customer issues for further investigation and analysis.
Requirements
  • A proven track record of at least 5 years in technical support, demonstrating expertise in providing world-class customer service for cloud (SAAS) software products.
  • Excellent organisational, written, and oral communication skills, enabling you to convey technical concepts effectively to users of all levels.
  • Demonstrated capability in efficiently balancing multiple customer issues with a sense of urgency.
  • A desire to continuously learn and master new technologies, as well as the ability to teach and share your knowledge with others.
  • Fluent written and spoken English, allowing you to communicate seamlessly with our global customer base.
Preferred Qualifications
  • Solid technical support experience, preferably in a customer service role.
  • Experience with RESTful API and authentication technology (SAML, JWT).
  • Solid understanding of Saa S integrations and troubleshooting in a Saa S environment.
  • Advance knowledge of HTML, XML, Java Script or CSS.
  • Basic knowledge of various mobile platforms, such as i OS and Android.


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