About the Company
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. From startups to enterprises, we believe that every great customer relationship starts with a conversation. We’re on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Join our globally distributed team and help us build powerful and flexible tools that scale to meet the needs of any business.
Job Description
As a Remote Client Experience Associate at Zendesk, you will be the frontline advocate for our customers, ensuring they receive unparalleled support and service. This role is crucial for maintaining high customer satisfaction and retention by providing expert guidance, troubleshooting technical issues, and fostering strong client relationships. You will operate 100% remotely, collaborating with a diverse global team to deliver exceptional service.
Key Responsibilities
- Provide timely and effective support to clients via email, chat, and phone, addressing inquiries and resolving issues with Zendesk products.
- Guide clients through product features, best practices, and troubleshooting steps.
- Escalate complex technical issues to senior support engineers or relevant internal teams when necessary.
- Document all client interactions and resolutions accurately in our CRM system.
- Collaborate with product and engineering teams to provide feedback on client needs and product improvements.
- Proactively identify opportunities to improve client satisfaction and streamline support processes.
- Maintain a deep understanding of Zendesk's product suite and new feature releases.
- Participate in ongoing training and professional development to enhance support skills and product knowledge.
Required Skills
- 1+ year of experience in a customer-facing support or client experience role, preferably in a SaaS environment.
- Excellent written and verbal communication skills in English and German.
- Strong problem-solving abilities and a passion for helping others.
- Familiarity with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
- Ability to work independently in a remote setting and manage time effectively.
- Basic technical aptitude and willingness to learn new software.
Preferred Qualifications
- Bachelor's degree in Business, Communications, or a related field.
- Experience with troubleshooting web-based applications or software.
- Knowledge of ITIL frameworks or customer service best practices.
- Additional language skills (e.g., French, Spanish).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible paid time off and public holidays.
- Remote work stipend for home office setup.
- Professional development opportunities and access to online learning platforms.
- Employee stock purchase plan.
- Wellness programs and mental health support.
- Collaborative and inclusive remote company culture.
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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