About Company
Zendesk is a global leader in customer service software, empowering companies to build better customer relationships. We believe that customer service is for everyone, and we’re committed to creating a world where businesses and customers are connected. With a robust platform that includes support, sales, and analytics tools, Zendesk helps millions of organizations worldwide deliver exceptional customer experiences. Our team in Ireland plays a crucial role in our EMEA operations, driving innovation and support for our diverse client base. We foster a vibrant, inclusive, and collaborative culture where every voice is heard, and continuous learning is encouraged. Join a company that is passionate about making customer service an intuitive, efficient, and engaging experience for everyone involved.
Job Description
Are you passionate about helping people and thrive in a dynamic, customer-focused environment? Zendesk is seeking an empathetic, resourceful, and highly motivated Remote Customer Service Representative to join our growing team in Ireland. In this pivotal role, you will be the frontline of our customer experience, providing world-class support to Zendesk users across various industries and regions. This is a unique opportunity to work remotely from anywhere in Ireland, contributing to a global company known for its innovative spirit and commitment to customer success.
As a Remote Customer Service Representative, you will be responsible for resolving customer inquiries, troubleshooting technical issues, and guiding users through the functionalities of our award-winning software. You will communicate primarily through email, chat, and occasionally phone, ensuring every interaction is professional, efficient, and friendly. We are looking for someone who can quickly grasp complex information, articulate solutions clearly, and maintain a high level of customer satisfaction. You’ll be part of a supportive and collaborative remote team, leveraging cutting-edge tools and technologies to deliver exceptional service. This role is perfect for individuals who are self-starters, possess excellent problem-solving skills, and are eager to learn and grow within a fast-paced tech environment. We provide comprehensive training and ongoing development opportunities to ensure your success. If you’re ready to make a tangible impact and elevate the customer experience from the comfort of your home, we encourage you to apply!
Key Responsibilities
- Provide exceptional customer support via email, chat, and occasional phone, ensuring timely and accurate resolution of inquiries.
- Diagnose and troubleshoot technical issues related to Zendesk products, guiding customers through solutions.
- Educate customers on product features and best practices to maximize their utilization of Zendesk solutions.
- Document customer interactions and solutions accurately in our internal systems.
- Collaborate with internal teams, including product and engineering, to escalate and resolve complex issues.
- Contribute to the continuous improvement of our knowledge base and customer support processes.
- Maintain a high level of customer satisfaction and strive to exceed service level agreements (SLAs).
- Participate in ongoing training and professional development to stay current with product updates and industry best practices.
Required Skills
- Minimum of 1 year of experience in a customer service or support role, preferably in a remote setting.
- Exceptional written and verbal communication skills in English.
- Demonstrated ability to troubleshoot technical issues and explain complex information clearly.
- Proficiency with CRM software and helpdesk tools (e.g., Zendesk, Salesforce).
- Strong problem-solving skills and a keen attention to detail.
- Ability to work independently and manage time effectively in a remote work environment.
- High-speed internet connection and a dedicated, quiet home workspace.
- Proficiency with common computer applications and ability to learn new software quickly.
Preferred Qualifications
- Experience with SaaS products or the technology industry.
- Familiarity with web technologies (HTML, CSS, JavaScript) for basic troubleshooting.
- Additional language skills relevant to the EMEA market (e.g., French, German, Spanish).
- Previous experience working with Zendesk products.
- A track record of exceeding customer satisfaction targets.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee stock purchase plan.
- Wellness programs and resources.
- Remote work setup allowance.
- Inclusive and supportive company culture.
- Parental leave benefits.
How to Apply
To apply for this exciting Remote Customer Service opportunity, please click on the application link below. We look forward to reviewing your application!