Virtual Software Support Clerk

Other Jobs To Apply

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.
Get Latest Jobs, And Visa Sponsorship Updates
Back to blog
Ads

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...