Job DescriptionWho we're looking forAre you an ambitious and experienced IT professional proficient in Korean?Zendesk is seeking a Senior Premier Support Engineer to join our world-class team in Melbourne, Victoria, Australia. We aim to provide flawless customer service, and we're looking for someone who can help us achieve this with their hard-working nature and proven track record.What you'll be doingProvide top-tier support to our Korean-speaking customers, ensuring their technical issues are resolved efficiently.Troubleshoot and diagnose complex software and system issues to determine effective solutions.Collaborate with cross-functional teams to successfully implement customer solutions and improve product offerings.Offer excellent service by strictly following Zendesk's support guidelines and standard processes.Mentor and guide junior engineers, encouraging a collaborative and inclusive team environment.Contribute to ongoing improvement initiatives to improve our support processes and customer happiness.What you bring to the roleProven expertise in troubleshooting and resolving technical issues in a customer-facing role.Exceptional communication skills in both Korean and English.Proficiency in handling numerous priorities and tasks in a fast-paced setting.Strong analytical and problem-solving skills with a customer-centric approach.Experience with Zendesk products or similar customer support platforms.Passion for technology and a keen interest in continuous learning and development.Basic Qualifications:Bachelor's degree in Information Technology, Computer Science, or a related field.Minimum of 5 years of experience in a technical support role for a software product.Proficient in Korean and English, both written and verbal.Work timings: 10:00am to 6:00pm Melbourne time - must be open to flexibility in scheduling as this may vary slightly on occasion.Preferred Qualifications:Experience in a senior or lead technical support role.Familiarity with cloud-based technologies and SaaS platforms.Experienced Zendesk Administrator or deep Zendesk product knowledge.Enterprise Architecture / Technical Architecture experience.Experience designing, implementing, supporting, and troubleshooting complex multi-vendor/multi-platform SaaS solutions.Experience with HTML, JSON, JavaScript, CSS, and RESTful APIs is expected, but server-side experience with Java, Ruby, or another modern language is also great.Established proficiency in fostering positive relationships and efficiently coordinating with teams across various departments; devising and conveying imaginative, diplomatic problem-solving strategies; managing competing priorities every day.Self-motivated, and possess a strong sense of responsibility and initiative—you're smart, and can get stuff done.
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