The best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across phone, messaging/chat, email and social media, and is designed to grow and scale so it works for companies of any size - from startup to enterprise.

　　When our customers have questions about any of our products, they turn to our internal team of Technical Support Specialists who are authorities at helping them determine what they need to improve their support operations, fast!

　　Zendesks Technical Support team is made up of strong analytical and technically minded people with phenomenal troubleshooting skills. We are driven to help customers and can investigate learning a new product inside and out...sound familiar?

　　We are looking for someone to be part of a new kind of team - a team that will offer an effortless customer experience by providing support to both our Explore and Sunshine Conversation customers, as well as other new emerging products. In addition to traditional support functions through different communications channels, you will be poised to offer support and expertise on many other projects. Youre a great match if you possess fantastic troubleshooting skills, are driven to help customers, and have the ability to explore a new product to learn it inside and out.

　　You will be supporting our Japanese customer base so you will be fluent in speaking, reading and writing in Japanese. You will also be required to read and write in english to collaborate with other global teams at times.

　　Responsibilities:

　　Provide support for all technical queries from customers related to Zendesks multi-product platform via live messaging/chat and asynchronous channels well as providing resolution for escalated technical issuesOwn the customer experience and work to exceed their expectations. We treat our customers as if you would treat a guest in your own homeHandle Critical customer concernsSwarm with less experienced colleagues using fundamental troubleshooting skills to isolate, analyse and provide resolution to customer issues of moderate to high complexityConsistently look for solutions to problems and propose improvements if something could work betterDrive product change and improvement to make Zendesk the top tier support platformBe a mentor and an inspiration to your team through your continuous professional development, providing coaching, training and feedback to your peers where indicated.Be Zendesks ambassador for all internal groups and help them be successful in their role

　　Required skills:

　　At least 2 years of experience in a technical software environmentDemonstrable experience supporting and solving complicated issues mainly via live channels and asynchronous channelsThe capability 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 detail for referral to Senior Support where requiredExperience working in a swarming-based support environmentA deep knowledge of common help desk/ticketing solutions- Zendesk is a plus!Working experience with the following: Integrations, Help Center/knowledge bases, web widgets and analytics.The ability to work with conflicting priorities by taking initiative and prioritising accordinglyAn understanding of the Enterprise and SMB landscape, be consultative and be able to optimise the customer experience for these two segments accordinglyFluency in reading, writing and speaking Japanese especially in a business contextFluency in reading, writing English especially in a business contextGood articulation skills including technical writing ability

　　You are

　　A technical support enthusiast with strong troubleshooting skills and an ability to navigate through multiple product environmentsA problem-solver and decision-maker, who easily guides customers through key moments of their experience (whichever contact channel they choose)A dedicated teammate that can both follow and lead depending on the situationA people person - you love talking to people and build a strong rapport with customersAn understanding ally able to relate with customers in a genuine way that lets them know you care about their issuesInspiring and excellent at helping your teammates around youA curious and results-oriented learner who can delve into existing or new products to learn them inside-outAble to "zoom out" of a problem, in order to ask the right questions, and explain complicated issues in simple terms

　　Where we work

　　In this role, youll work primarily remotely with the support of a dynamic and caring team. Well provide you with the digital tools and experiences to be together-even when were apart. Being digital first doesnt mean were digital only. Youll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

　　If this sounds like you, then we believe you'd be a phenomenal match! Youll be part of an outstanding culture that is contributing to customer retention and expansion.

　　#LI-MJ1

　　The intelligent heart of customer experience

　　Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

　　Zendesk is an equal opportunity employer, and were proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

　　Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.