Ireland
▪ Providing Tier 3 technical assistance for Zendesk products to businesses of all sizes and sectors. Extra responsibilities and key achievements: ▪ Expert in Zendesk Support, Guide, Mobile SDK, Integrations and Zendesk APIs. ▪ Master-swarmer for Applications and APIs, providing assistance to other agents in subjects I’ve become very knowledgeable in at a very early stage of my career at Zendesk. ▪ Providing trainings and presentations alongside some of the most senior agents in EMEA. ▪ Participating in Expert Help sessions.
General Responsibilities: ▪ Providing with Tier 2 technical assistance for Zendesk products to businesses of all sizes and sectors. ▪ Complex troubleshooting through searching and analyzing log files, reproducing errors, and thinking outside of the box to find the root cause of an issue. ▪ Collaborating with all agents in Advocacy to respond to a fast-paced customer support experience, requiring to connect with different teams and experts, jumping in calls to both analyze and share my expertise with fellow agents, learning constantly to ramp up the team as a whole in a broad range of topics.
▪ Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product. ▪ Timely communication with customers concerning status of open support issues, agreeing priority based on customer business impact, setting clear expectations about next steps & timeframes and delivering against them. ▪ Ensuring that customer issues are resolved in a timely manner and to their satisfaction as measured by our transactional survey ▪ Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers ▪ Educating customers on specific product functionality required to resolve their issues. ▪ Working collaboratively with other Technical Support team members and members of other Adobe teams such as Professional services, Engineering, Technical Operations, Success Team and Deliverability Team. ▪ Creating solution entries as required ▪ Troubleshooting issues related to 3rd party software applications Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as product testing, implementations, and follow-up training of customers and newer support team members
• Provide Technical Support for Actions on Google for Google Assistant and Google Home surfaces. • Train new Technical Support Agents • Assess and ensure the quality of the Support Team
• Developed and tested applications alone and as part as a team intended for clients and internal use. • Took part in brainstorming sessions and workshops with the clients. • Assimilated the proprietary language (Nabsic) necessary to the development of the applications. • Handled client requests.
• Compiled and formatted information documents on occupational risks in the company.