Customer Support Agent, ZEBEDEE

• Excellent verbal and written communication, interpersonal, and customer service skills
• Professional and pleasant manner and the ability to be empathetic to users of all skill levels
• Ability to explain technical issues to technical and non-technical employees and customers
• Proficient with Microsoft Office Suite or related productivity apps and collaboration tools
• Comfortable working asynchronously as part of a globally distributed team

Desirable

• As a Customer Support Agent, you will be the initial point of contact for inbound requests for product support from ZBD users all around the globe
• You’ll triage, prioritize, and shepherd requests through the ticket lifecycle to help drive quick and full resolution of our customers' issues/questions
• As a part of the ZBD team, you will collaborate with individuals both on your team and across the organization
• Fields support chat, email, and/or other communications from ZEBEDEE users with inquiries regarding app functionality, usability, connectivity, and similar concerns
• Identify, investigate, and resolve users’ requests for support for our suite of ZEBEDEE apps & services
• Consult with users to determine the next steps and procedures to follow in order to identify and resolve their challenges
• Apply experience supporting mobile apps & services, software, hardware, and support procedures to solve a user’s issue in a timely manner
• Guide users through diagnostic and troubleshooting processes, which may include the use of providing written instructions for them to follow and report findings
• Collaborates with internal team members to diagnose and solve problems and clearly communicate solutions to support issues
• Spot trends and identify opportunities to improve and develop new content for our customer-facing knowledge base
• Willing to work weekends