Type: 6 Month Contract to Start, Great Chance to Extend Longer Term
Our client is a leading global social media and social commerce company with first rate culture. They are seeking a motivated self-starter to provide top-quality support to their global users. You will act as a Tier 2 / Tier 3 escalation point for the company's external customers to resolve complex issues and help to establish user support strategies. You will build strong stakeholder relationships (sales, marketing, engineering) and support data-driven analyses to identify opportunities for product/service improvement.
What you'll do:
Manage support issues on a daily basis in Zendesk: diagnosing the problems and resolving the issues.
Handle escalations from platform users and outsourced vendors and contribute to improving their performance.
Perform bug triaging and partner with engineering to resolve customer issues.
Organize and execute work at an appropriate pace, as well as balancing competing goals and deadlines.
Able to respond effectively and quickly to emails sent from users regarding more complex issues related to user accounts and the core product.
Skills:
Minimum of 3+ years of experience working in a support role and communicating to users via email.
Experience working with Zendesk.
Experience with Jira and Tableau is preferable.
Experience with triaging and troubleshooting technical issues.
Strong communication skills with the ability to comfortably interact with cross-functional partners.
The ability to work with engineers on technical issues and translate updates to users.
Ability to thrive in a fast-paced, dynamic environment.
Additional language skills a plus but not required (will support some users in European countries).