Technical Support Engineer

Job Description

At Zendesk, we are looking for a support guru who thrives on providing support through many different channels of communication – including: email, phone, chat, forums and social media such as Twitter. You’re a great match if you possess fantastic troubleshooting skills, are driven to help customers and have the ability to dive deep into a new product to learn it inside and out. This position will be based in our Manila office.

Requirements:

• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
• A strong sense of urgency
• Ability to empower end-users to support themselves using our knowledge base
• A passion for social media or web-based software
• An appreciation for easy to use, intuitive software
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A desire to learn, master and teach
• Awesome sense of humour

Experience/Skills desired:

• Basic knowledge of various mobile platforms; iOS, Android, Windows Phone, Blackberry
• At least two years of technical support experience
• At least two years in a customer service role
• Knowledge of HTML, XML, JavaScript or CSS Experience with RESTful API
• Basic understanding of UNIX commands (for search, and other command line features)
• Intermediate understanding of authentication technology (SAML, JWT)
• Basic understanding of how SaaS integrations work
• Experience troubleshooting in a SaaS environment with an assertive deploy schedule

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com . Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. Apply for this job