About the Company
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. We champion the belief that every great customer relationship starts with a conversation. We help companies large and small create delightful customer experiences with our innovative and intuitive products.
Job Description
Zendesk is seeking a highly motivated and customer-focused Remote Product Support Specialist to join our growing team. This is a 100% remote position. As a Remote Product Support Specialist, you will be the first line of defense for our customers, providing expert technical assistance and ensuring their success with Zendesk products. You will troubleshoot complex issues, educate users, and collaborate with internal teams to drive continuous product improvement. If you have a passion for technology and a knack for helping people, we encourage you to apply.
Key Responsibilities
- Provide expert-level technical support and troubleshooting to Zendesk customers via email, chat, and phone.
- Diagnose and resolve complex product issues, escalating to engineering teams when necessary.
- Document solutions, workarounds, and best practices for internal knowledge bases and external help centers.
- Collaborate with product, engineering, and sales teams to provide customer feedback and improve product quality.
- Participate in on-call rotations for critical customer issues outside of standard business hours.
- Maintain high customer satisfaction and advocate for the customer's needs within the company.
Required Skills
- 2+ years experience in a technical support or customer-facing role, preferably in SaaS.
- Strong understanding of web technologies (HTML, CSS, JavaScript, APIs).
- Excellent problem-solving and analytical skills.
- Exceptional written and verbal communication skills.
- Ability to work independently in a remote environment.
- Proficiency with CRM and support ticketing systems.
Preferred Qualifications
- Experience with Zendesk products.
- Familiarity with database concepts (SQL) or scripting languages.
- Bachelor's degree in Computer Science, IT, or a related field.
- Experience supporting developers or technical users.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) matching.
- Stock options.
- Remote work stipend for home office setup and internet.
- Professional development opportunities.
- Employee assistance program.
- Flexible work schedule.
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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