About the Company
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As a leading provider of customer service and engagement platforms, we help businesses around the globe deliver effortless and personalized support experiences. We believe that great customer relationships are built on communication, and our products facilitate that by bringing together all customer interactions into one place.
Job Description
We are seeking a dedicated and detail-oriented Virtual Software Support Clerk to join our remote team. In this 100% remote role, you will be instrumental in providing first-line technical assistance and administrative support to our customers, ensuring their successful use of Zendesk products. You will handle incoming support requests, troubleshoot common issues, escalate complex problems to senior support engineers, and maintain accurate records of all customer interactions. This position requires strong problem-solving skills, excellent communication abilities, and a passion for helping others succeed with technology.
Key Responsibilities
- Respond to customer inquiries and support requests via email, chat, or phone in a timely and professional manner.
- Perform initial troubleshooting of software issues, guiding customers through steps to resolve common problems.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex or unresolved technical issues to higher-tier support teams with detailed notes.
- Assist customers with basic product navigation, feature explanations, and account management tasks.
- Contribute to the creation and maintenance of support documentation and knowledge base articles.
- Collaborate with other support team members and departments to ensure seamless customer experience.
- Stay up-to-date with Zendesk product updates, features, and best practices.
Required Skills
- Proficiency in using CRM software and helpdesk systems.
- Strong verbal and written communication skills in English.
- Ability to troubleshoot basic software issues and interpret technical documentation.
- Excellent organizational skills and attention to detail.
- Customer-centric mindset with a passion for problem-solving.
- Ability to work independently and manage time effectively in a remote environment.
- Basic understanding of web technologies and common software applications.
Preferred Qualifications
- Previous experience in a virtual or remote customer support role.
- Familiarity with Zendesk products or similar customer service platforms.
- Experience with ticketing systems and knowledge base management.
- A diploma or certification in IT, Computer Science, or a related field.
Perks & Benefits
- Comprehensive health insurance package.
- Generous paid time off and holidays.
- Opportunities for professional development and continuous learning.
- Flexible work schedule and a supportive remote team culture.
- Home office stipend for equipment and internet.
- Employee assistance program.
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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