About the Company
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As a pioneer in the customer service industry, we help organizations of all sizes, across every industry, build more intuitive and effortless customer experiences. Our global team is passionate about creating a diverse and inclusive environment where everyone can thrive. We believe that when people feel good about where they work, they do their best work.
Job Description
As a Remote Bilingual Support Specialist at Zendesk, you will be the primary point of contact for our French and English-speaking customers globally, providing exceptional technical support and guidance. This role requires a strong understanding of our products, excellent problem-solving skills, and the ability to communicate complex information clearly and empathetically in both languages. You will resolve customer inquiries, troubleshoot technical issues, and ensure a positive customer experience, contributing directly to our mission of simplifying the world of customer service.
Key Responsibilities
- Provide expert-level technical support via email, chat, and phone to French and English-speaking customers.
- Diagnose and resolve customer issues related to Zendesk products, including setup, configuration, and API integrations.
- Document all interactions and resolutions accurately in our CRM system.
- Collaborate with product and engineering teams to escalate and resolve complex issues.
- Contribute to our knowledge base by creating and updating support articles.
- Educate customers on product features and best practices to maximize their success.
- Participate in on-call rotations as needed to ensure 24/7 support coverage.
Required Skills
- Fluency in French and English (written and spoken).
- Proven experience in a customer support or technical support role.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently in a remote environment.
- Proficiency with CRM software and ticketing systems.
- Solid understanding of web technologies (HTML, CSS, JavaScript) and API concepts.
Preferred Qualifications
- Bachelor's degree in Computer Science, IT, or a related field.
- Experience with Zendesk products or similar customer service platforms.
- Familiarity with database concepts (SQL) or cloud platforms.
- Previous experience in a SaaS environment.
- Certifications in IT support or customer service.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Remote work stipend for home office setup.
- Generous paid time off and holidays.
- Opportunities for professional development and growth.
- Employee assistance program.
- Company-sponsored learning and development initiatives.
- Virtual team-building events and activities.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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