Technical Support Engineer at Zendesk in Madison, WI

Job Description

We are looking for a support specialist who thrives on providing support through different channels of communication including email, phone, chat, forums and social media such as Twitter. You’re a phenomenal match if you possess trouble-shooting skills, are driven to help customers and have the ability to dive deep into a new product to learn it inside and out.

Required:

• Excellent customer service skills – ability to be empathetic, accurate, compassionate, responsive, inventive and conscientious.
• Excellent organizational, written and oral communication skills and ability to be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles.
• A strong sense of urgency!
• Ability to empower end-users to support themselves using our knowledge base.
• A passion for social media or web-based software.
• An appreciation for easy to use, intuitive software!
• Ability to evaluate, solve, and follow-up on customer issues as well as replicate and document for further escalation.
• A desire to learn, master and teach.

Experience/Skills Desired (but not all required):

• Basic knowledge of mobile platforms; iOS, Android, Windows Phone, Blackberry.
• Proven technical support experience.
• Prior customer service role is important.
• Knowledge of HTML, XML, JavaScript or CSS.
• Experience with RESTful API.
• Understanding of UNIX commands (for search, and other command line features).
• Intermediate understanding of authentication technology (SAML, JWT).
• Basic understanding of how SaaS integrations work.
• Experience solving problems in a SaaS environment with a timely deploy schedule.