Technical Support Engineer

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 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 Technical Support Engineers who are wizards at helping them figure out what they need to improve their support operations, fast!
Zendesk Technical Support Engineers are a team of strong analytical and technically minded people with fantastic troubleshooting skills. We are driven to help customers and can dive deep into learning a new product inside and out...sound familiar?
We are looking for a Technical Support Engineer to become a Zendesk guru for our customers. You will be providing top-notch support through many different channels of communication, including email, phone, chat, forums and social media such as Twitter and Facebook.

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

• Provide support for all technical queries from customers related to Zendesk 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 ambassador for all internal departments and help them be successful in their role
• 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!
• Proficiency in spoken and written Spanish and English (addition European languages highly desirable)