Customer Support Representative (Technical) - Zendesk Expert (ZR_18297_JOB)

This is a remote position.

Job Highlights:

• Contract Type: Independent Contractor
  
• Customer Support Representative (Technical)
  
• 3 months training: Monday to Friday 10am to 6pm Eastern with a 30-minute paid break
  
• After training: Monday to Friday 4am to 12pm Eastern with a 30-minute paid break
  

About the Role
We’re looking for a skilled and experienced Customer Support Representative (Technical) to join our team. This role goes beyond resolving tickets; it’s about delivering exceptional support with charisma, expertise, and care. You’ll be on the frontline of customer interaction, handling technical inquiries, logging and troubleshooting bugs, and conducting 1:1 video call sessions. Your work will help us uphold our legacy of delivering top-notch, human-centered support. If you have a passion for problem-solving, thrive in a remote environment, and love building genuine connections, we’d love to hear from you.

Key Responsibilities

• Customer Assistance: Respond to customer inquiries via email and video calls with clarity, empathy, and professionalism, ensuring a high-quality experience.
  
• Technical Troubleshooting: Diagnose and resolve software-related issues, logging bugs clearly and accurately for the product team.
  
• Video Training: Conduct live, on-camera 1:1 video calls to train and assist customers with product features, leaving a positive impression.
  
• Knowledge Base Contribution: Regularly update and expand our help center with relevant articles, guides, and video content to keep users informed.
  
• Future Support Channels: Prepare to support additional channels like phone support as the team evolves.
  
• Customer Feedback: Gather insights from customer interactions to contribute to product improvements and overall customer satisfaction.
  
• Collaboration: Work closely with cross-functional teams to escalate technical issues and advocate for customer needs.
  

Requirements

• Experience: At least 3 years of experience in software customer support, ideally within SaaS or tech industries.
  
• Technical Skills: Strong ability to troubleshoot software issues and log bugs effectively; experience using support tools like Zendesk or similar.
  
• On-Camera Charisma: Comfortable conducting video calls with customers and presenting in a professional and engaging manner.
  
• Language Proficiency: Near-fluent English, both written and spoken, to ensure smooth and clear communication.
  
• Remote Work Experience: Proven ability to thrive in a remote work environment with minimal supervision.
  
• Customer-Centric Approach: Empathy, patience, and the ability to make technical solutions accessible to non-technical users.
  
• Adaptability: Willingness to learn, adapt, and contribute as we expand support offerings and tools.
  

Benefits

Independent Contractor Perks:

• HMO Coverage on Eligible Locations
  
• Permanent work from home
  
• Immediate Hiring
  
• Steady Freelance Job
  

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.


ZR_18297_JOB