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13 дней назад

L1 Technical Support Agent (Zendesk)

Формат работы
onsite
Тип работы
fulltime
Грейд
junior
Английский
b2
Страна
Philippines
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
L1 Technical Support Agent (Zendesk): Managing Zendesk support queues and providing first-line assistance for users across global teams with an accent on ticket prioritization, platform administration, and accurate documentation. Focus on troubleshooting routine issues, maintaining access and organization data, escalating complex requests, and improving knowledge resources and queue performance.

Location: Taguig City, Philippines

Company

hirify.global provides technology solutions, services, and digital platforms that help businesses and organizations work more effectively.

What you will do

  • Serve as the first point of contact for Zendesk support requests and platform assistance.
  • Manage support queues, prioritize and route tickets, and provide timely updates throughout the request lifecycle.
  • Perform approved user updates, access modifications, and organization and group maintenance.
  • Guide users through standard Zendesk functionality, troubleshoot basic issues, and escalate complex requests to L2 administrators and platform owners.
  • Identify recurring issues, improve knowledge resources, support queue performance reporting, and contribute to process improvements.

Requirements

  • Approximately 3–5 years of experience supporting helpdesk operations in an administrative, operational, or agent-support capacity.
  • Experience managing shared support queues, service requests, or ticket-based support processes in a fast-paced environment.
  • Working knowledge of Zendesk tickets, users, organizations, groups, views, macros, workflows, and platform administration practices.
  • Strong customer service, communication, prioritization, and documentation skills.
  • Ability to follow governance requirements, security controls, and escalation procedures with accuracy and attention to detail.

Culture & Benefits

  • Collaborate with global teams to support associates, partners, and customers.
  • Work within established governance and security standards.
  • Contribute to continuous improvement of support operations and user experience.

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