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Technical Support Engineer - Russian Speaking

14-7-2021 | Дублин, Ирландия

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


  • 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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