Zendesk International Ltd is looking for a German-speaking Technical Support Engineer to provide technical guidance through multiple channels. You will understand customer needs, advocate for solutions, and deliver an excellent customer experience.
What You'll Do
- Take ownership of customer issues through resolution, being empathetic, responsive, and resourceful.
- Communicate effectively through written and verbal channels to build trusted relationships.
- Master prioritization, juggling customer escalations, product changes, and service issues while managing communication and risk.
- Empower end-users to support themselves using the company knowledge base.
- Learn, master, and teach across technical fields.
What We're Looking For
- Previous Technical Support experience in a Tech or SaaS industry.
- Fluent in English and German (written and spoken).
- Excellent customer service skills – empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
- Excellent organisational, written, and oral communication skills to convey technical information to users of all levels.
- A strong sense of urgency.
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
- A desire to learn, master and teach.
- Innovative thinking - a 'how can we' attitude.
- Strong tools knowledge around GSuite, Slack, and Confluence.
Team & Environment
You'll be an integral member of a highly technical team dedicated to delivering technical support and guidance.
Work Mode
This role follows a hybrid way of working designed to connect, collaborate and learn while offering flexibility.
Zendesk is an equal opportunity employer, proud of ongoing efforts to foster global diversity, equity, & inclusion. Employment decisions are made 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.
