Zendesk Live Chat Support

I need an experienced customer service agent to own our Zendesk live chat queue. You will be the first point of contact for customers who are running into technical issues with our SaaS platform. Your focus is fast, friendly problem-solving that keeps satisfaction high and escalations clear.

Key responsibilities
• Monitor live chat in real time during your assigned hours.
• Troubleshoot common technical issues, walking customers through fixes or work-arounds.
• Document every interaction inside Zendesk, tagging and prioritising accurately.
• Escalate edge-cases to our tier-2 team with concise, well-structured notes.
• Identify recurring questions and suggest knowledge-base updates.

Deliverables
1. Daily transcript export with ticket status updated.
2. Weekly summary of top issues and improvement ideas.
3. Consistent SLAs: <2-minute first reply, resolution or escalation within 15 minutes on average.

Required skills
• Proven Zendesk live chat experience, including macros and ticket management.
• Solid grasp of basic browser and SaaS troubleshooting steps.
• Clear, empathetic written English.

We’ll start with a paid trial shift; if it’s a fit, the role can extend to ongoing coverage.