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
• Well-developed analytical and problem-solving skills
• Strong familiarity with the Zendesk suite of tools
• Comfortable working asynchronously as part of a globally distributed team
• At least 1 year of experience in customer technical support is highly preferred

Desirable

• ZBD has big plans for the years ahead and are seeking a Customer Support Agent to join the ZBD team to drive execution of our customer service
• As a Customer Support Agent, you will be the initial point of contact for inbound requests for product support from all types of ZBD users
• You’ll triage, prioritize, and then shepherd requests through the ticket lifecycle
• You will collaborate with other Customer Support Agents, Technical Support Managers, and other Customer Success Team stakeholders on a daily basis
• Fields support chat, email, and/or other communications from ZBD users with inquiries regarding app functionality, usability, connectivity, and similar concerns
• Identify, investigate, and resolve users’ requests for support for our suite of ZBD 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

• This role's hiring manager: Marcio Ventura