Technical Support Specialist Engineer

hace 3 meses

Ciudad de México Zendesk A tiempo completo

When our customers have requests across any business area, our internal Customer Escalation team will help them figure out what is needed and the best resources to bring in for the quickest resolution.

**Who we're looking for**:

- A technical support professional 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 messaging, and other communication channels such as public forums, social media, phone, and screen sharing
- A curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out
- Possess a customer first mentality
- Handle customer issues/escalations with the highest sense of urgency

If this sounds like you, 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 be part of a unique culture that is contributing to customer retention and expansion.

**Technical skills and Experience required**:

- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation where required
- Experience with communication to internal and/or external executive leadership
- Proven ability in handling and working to resolution urgent and time sensitive issues
- Fluent in spoken and written English

**What you bring to the role**:

- A people person who is comfortable building relationships with a diverse and global customer base, across a variety of communication channels
- A person who thrives in a multi-tasking messaging/chat environment
- You can work independently and prioritize your individual workload, while recognizing when to collaborate and engage with others as the need determines
- You are naturally empathetic, yet confident to take charge and control the customer journey to resolve issues effectively and efficiently

**Where We Work**:
This role will be onsite at our Mexico City office

**About Zendesk - Champions of Customer Service**

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

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.

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