Remote Technical Support Engineer – Mandarin Billingual @ Zendesk

The best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across chat, email, phone, 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 Customer Advocates who are wizards at helping them figure out what they need to improve their support operations, fast! And we are always on the lookout for new talent!

So if you are

• A technical support evangelist who is driven to troubleshoot and navigate through multiple product environments
• A decision-maker, who effortlessly guides customers through key moments of their journey predominantly in-the-moment via live Chat, but also email and phone
• A curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out

… then we think you’d be a great match! The best-in-class support you will provide through many different channels of communication, both internally and externally is the blueprint for how we do Zendesk, on Zendesk! You’ll quite literally be advocating for our products through the daily work you do, and be part of a unique culture that is contributing to a period of exciting and rapid company growth.

What you will do

• Be the first responders for all queries from customers related to Zendesk’s multi-product platform. You will be supporting our Greater China region customer base so you will be fluent in speaking, reading and writing in Mandarin.
• Own the customer experience. You will take the lead to help customers figure out what they need, and guide them through to resolution with the least customer effort possible
• Collaborate with colleagues at all levels throughout the entire organization to find the answers you need – Swarming experience is a definite advantage
• Educate and empower our customers to become better Zendesk users
• Be Zendesk’s ambassador for all internal departments and help them be successful in their roles
• Drive product change and improvement through continuous feedback and exposure to projects that help make Zendesk the leading support platform

​Who you are

• A people person who is comfortable building relationships with a diverse and global customer base, across a variety of communication channels
• You can work independently and prioritize your individual workload, whilst recognizing when to collaborate and engage with others as the need determines
• You are naturally empathetic, yet confident to take charge and control the customer journey to resolve issues effectively and efficiently
• You are inspiring and great at helping the team members around you
• Naturally analytical, with the ability to zoom in or out of a problem and explain complex technical issues in beautifully simple terms
• A confident communicator who is passionate about elevating the experience for customers and colleagues alike
• You enjoy working in a fun, friendly culture that focuses on relationships and knows how to celebrate success!

Technical skills and Experience required

• 2+ years of experience at doing phone, email and live chat support in either a Customer Service or Technical Support role.
• If you are a college fresh graduate of Computer Science and/or other related technical disciplines, we are encouraging you to apply.
• A Mandarin native speaker or an HSK 6 and above competency level who are proficient with business or technology related context is required.

If this sounds like you, then we believe you’d be a phenomenal match! You’ll be part of an outstanding culture that is contributing to customer retention and expansion. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration – while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.