Technical Support Engineer - Russian Speaking

Main Responsibilities:

• Provide support for all technical queries from customers related to Zendesk’s multi-product platform via live messaging/chat as primary support channel, as well as providing resolution for technical issues escalated by the Technical Support Specialists
• Handle Critical escalations
• Swarm with less experienced colleagues using fundamental troubleshooting skills to isolate, analyse and provide resolution to customer issues of moderate to high complexity
• Be responsible for the customer experience and work to exceed their expectations. We treat our customers as if you would treat a guest in your own home
• Dedicatedly look for solutions to problems and propose improvements if something could work better
• Drive product change and improvement to make Zendesk the leading support platform
• Be a mentor and an inspiration to your team through your continuous professional development, providing coaching, training and feedback to your peers where necessary
• Be Zendesk’s ambassador for all internal departments and help them be successful in their role

Requirements:

• At least 3 years of experience in technical environment, ideally , software environment
• Proven experience supporting and troubleshooting complex issues mainly via online channels and also email
• The ability to evaluate and focus on in-depth problem analysis of Zendesk products and their integration into enterprise wide mixed environments, as well as replicate and document for further escalation where required
• Experience working in a Swarming based support environment
• A deep knowledge of common help desk/ticketing solutions - obviously Zendesk is a plus!
• Working experience with the following: JavaScript, APIs, integrations, Help Centre/knowledge bases, web widgets, SDKs, analytics and logs searches
• The ability to work with conflicting priorities by taking initiative and prioritising accordingly
• An understanding of the Enterprise and SMB landscape, be consultative and be able to optimise the customer experience for these two segments accordingly
• Proficiency in spoken and written Russian and English
• Strong communication skills including technical writing ability
   

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