Customer Support

• Provide customer support primarily through Zendesk for DuckDuckGo subscribers and users with product-related inquiries
• Maintain our Help Pages, and deliver timely, accurate responses
• Review all existing DuckDuckGo subscription Help Pages, and make recommendations for updates to ensure accuracy and effectiveness
• Optimize existing automated responses in Zendesk and create new automations to reduce cost per ticket and time to resolution
• Handle a high volume of Zendesk tickets, helping to ensure that we meet our defined service-level goals, escalating requests as needed to the appropriate specialists according to documented procedures
• Work efficiently and aim to resolve support requests with a single reply
• Spot support trends, such as product bugs, outages, etc, from the tickets you handle
• Help identify documentation gaps in our Help Pages to improve their efficacy
• Provide occasional community and/or social media support by responding with approved templates

Customer Support Specialist

Customer Support Specialist, DNA Synthesis

Customer Experience Representative

Freelancer, Customer Service (Inbound)

Freelance Customer Service – EU Only

Customer Experience Specialist – All Genders