Senior Customer Support Specialist
zcaler
full-time
Posted on:
Location Type: Hybrid
Location: Guatemala City • 🇬🇹 Guatemala
Visit company websiteJob Level
Senior
About the role
- Assist in handling queries via chat and email
- Complete process analysis to improve the way the team works on tasks, alongside helping the team to identify and implement new processes
- Assist in completing individual team projects per quarter
- Have a direct impact on client issues and autonomously handle high-level questions
- Provide the best service to users and create an outstanding experience for all our clients and their employees
Requirements
- 5+ years of customer support experience, with recent experience in a fast-paced, customer-focused environment (product or service-based)
- Experience with high escalations, handling time-sensitive customer concerns
- Experience in managing cases involving coordination between clients, third-party vendors, is a plus!
- Advanced speaking/writing in English
- Microsoft Office (Word, OneDrive, Excel, Etc.)
- Able to generate reports and analyze customer support processes
- Advanced computer skills
- Experience with Zendesk is a plus!
Benefits
- Hybrid work arrangement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportprocess analysisreport generationcase managementescalation handlingtime-sensitive issue resolutionadvanced computer skillsZendesk
Soft skills
communicationproblem-solvingteam collaborationcustomer service orientationautonomyadaptability