Premier Support Engineer

Zendesk Brasil Software Corporativo LTDA (Brazil); São Paulo; Híbrido; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading software company is seeking a Support Expert to set the standard for customer support, focusing on Zendesk's Premier customers. You will tackle challenging situations, ensuring customer satisfaction through effective problem resolution and support expertise. Join a collaborative team that values innovation and customer advocacy while enjoying a flexible hybrid work culture.

Serviços

Flexible working hours

Remote work options

Supportive work culture

Competitive salary and benefits

Qualificações

• Experience with technical troubleshooting in Zendesk.
• Proven success in customer support roles, particularly in enterprise settings.
• Bilingual in Spanish and Portuguese preferred.

Responsabilidades

• Provide technical support and resolve customer issues.
• Act as a liaison between customers and the internal teams.
• Manage escalations and ensure timely communication during service incidents.

Conhecimentos

Technical troubleshooting

Effective communication

Problem-solving

Customer empathy

Prioritization

Relationship building

Innovative thinking

Time management

Self-motivation

Formação académica

2+ years as a Zendesk Administrator

Experience supporting enterprise software

1 year of Enterprise/Technical Architecture experience

Ferramentas

Zendesk

GSuite

Slack

Confluence

Descrição da oferta de emprego

We are looking for 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 challenges, 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 bring technical and support expertise to this elite team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.

Responsibilities:

You are an integral member of a highly 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 customers’ eyes.

You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs.

You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.

You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.

You step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.

Required Skills:

Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the “macro” level

Two to four years experience supporting customers on enterprise software

1 yr Enterprise Architecture / 1 yr Technical Architecture experience

Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions

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

Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested

Language skills in Spanish and Portuguese

Requested Skills:

Innovative thinking - “how can we” attitude

Strong tools knowledge around GSuite, Slack, Confluence

Where We Work

Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [e-mail] with your specific accommodation request.

About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

More meaningful moments. Fewer Zoom calls.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

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