Remote Product Support Specialist

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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 solutions, we empower businesses to build customer loyalty, drive customer engagement, and improve overall customer experience. We believe that an open, flexible, and scalable platform is the foundation for a great customer experience, and we are committed to making it easy for companies to connect with their customers and deliver personalized support.

Job Description

We are seeking a highly motivated and customer-focused Remote Product Support Specialist to join our global team. In this role, you will be the first point of contact for customers seeking assistance with Zendesk products, providing expert guidance, troubleshooting, and solutions. This is a 100% remote position, allowing you to work from the comfort of your home office while collaborating with a diverse and dynamic team across different time zones. You will play a crucial role in ensuring customer satisfaction and contributing to our reputation for exceptional service. If you have a passion for technology, problem-solving, and helping others, we encourage you to apply.

Key Responsibilities

  • Provide expert-level support to Zendesk customers via email, chat, and occasionally phone, resolving complex technical issues and product inquiries.
  • Diagnose, troubleshoot, and resolve software issues, escalating to engineering teams when necessary while tracking progress and communicating updates to customers.
  • Educate customers on product features and best practices to maximize their success with Zendesk solutions.
  • Contribute to our knowledge base and internal documentation, ensuring information is accurate and up-to-date.
  • Collaborate with internal teams (engineering, product, sales) to identify and address customer pain points and improve product functionality.
  • Maintain a high level of customer satisfaction by providing timely, accurate, and empathetic support.
  • Participate in ongoing training and professional development to stay current with product updates and industry best practices.

Required Skills

  • 2+ years of experience in a customer-facing technical support role, preferably with SaaS products.
  • Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts clearly.
  • Strong analytical and problem-solving abilities, with a keen eye for detail.
  • Proficiency in using CRM systems and help desk software.
  • Ability to work independently in a remote environment and manage time effectively.
  • Empathy and patience when interacting with customers, demonstrating a customer-first mindset.
  • Basic understanding of web technologies (HTML, CSS, JavaScript) and APIs is a plus.

Preferred Qualifications

  • Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business).
  • Experience with Zendesk products or similar customer support platforms.
  • Familiarity with various operating systems (Windows, macOS) and mobile platforms (iOS, Android).
  • Ability to adapt to new technologies and learn quickly in a fast-paced environment.
  • Previous experience working in a fully remote or distributed team setting.

Perks & Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive health, dental, and vision insurance.
  • Generous paid time off and holidays.
  • Flexible work schedule and 100% remote work model.
  • Opportunities for professional development and career growth.
  • Access to a global network of colleagues and collaborative team environment.
  • Home office setup allowance and technology stipends.
  • Employee assistance program and wellness initiatives.
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