DirecciónJob Description
You are a support expert who is ready to set the standard for best-in class customer support. You are the designated support contact for Zendesk's premier customers.
You are able to understand customer needs, anticipate their pain, advocate internally for solutions, and communicate effectively to provide the best possible customer experience.
You are the focal point of a global team to major customers and a funnel for their input back to Zendesk.
You are someone to apply their technical and support expertise to this elite team who loves to service customers and solve problems, likes a challenge and wants to set the standard for global Customer Advocacy.
Responsibilities :
- You are an integral member of a high powered technical team dedicated to delivering technical support and guidance to Zendesk Premier Customers
- You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customer's eyes
- You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs
- You're an outstanding communicator you get your message across simply and with wit, and build trusted relationships at all levels
- You're a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
Desired Skills :
- Proficiency in both English and French is required for this role. The selected candidate must be able to read, write, and converse effectively in these two languages
- Experienced Zendesk Administrator or deep product knowledge
- One to two years experience supporting customers on enterprise software
- Enterprise Architecture / Technical Architecture experience
- Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions.
- Experience with HTML, JSON, JavaScript, CSS, and RESTful APIs is expected, but server side experience with Java, Ruby, or another modern language is also great.
- Proven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicate creative, diplomatic solutions to problems;
manage competing priorities on a daily basis.
- Self-motivated, and possess a strong sense of responsibility and initiative you’re smart, and can get stuff done.
- Flexible scheduling is preferred.
- An awesome sense of humor is a definite plus!
