Job Summary

HR Talent Solutions is seeking a detail-oriented and customer-focused Product Support Specialist with deep expertise in Zendesk to join our growing remote team. In this role, you will serve as the frontline technical support resource, ensuring customers receive timely, accurate, and high-quality assistance. The ideal candidate combines strong troubleshooting abilities with exceptional communication skills and a passion for delivering outstanding user experiences in a fast-paced, technology-driven environment.

Key Responsibilities

• Provide Tier 1 and Tier 2 product support via Zendesk, email, and chat channels.

• Investigate, troubleshoot, and resolve customer-reported technical and product issues.

• Configure and optimize Zendesk workflows, automations, triggers, and macros.

• Maintain accurate documentation of customer interactions and resolutions in the ticketing system.

• Collaborate with Product, Engineering, and Customer Success teams to escalate complex issues.

• Analyze support trends and recommend process or product improvements.

• Develop and update knowledge base articles, FAQs, and support guides.

• Ensure SLAs and customer satisfaction metrics are consistently achieved or exceeded.

Required Skills and Qualifications

• Proven hands-on expertise with Zendesk Support and related tools.

• Strong problem-solving and analytical thinking skills.

• Excellent written and verbal communication in English.

• Customer-first mindset with strong empathy and professionalism.

• Ability to manage multiple tickets and priorities in a remote environment.

• Solid understanding of SaaS products and cloud-based platforms.

• Proficiency with basic technical troubleshooting (APIs, integrations, or web apps is a plus).

Experience

• Bachelor’s degree in Information Technology, Business, or related field preferred.

• Minimum 2–4 years of experience in product or technical support roles.

• Demonstrated experience administering or optimizing Zendesk environments.

• Experience supporting B2B SaaS products is highly desirable.

• Prior remote work experience is an advantage.

Working Hours

• Fully remote position.

• Flexible scheduling with required overlap during core business hours.

• Occasional weekend or extended coverage may be required based on support needs.

Knowledge, Skills, and Abilities

• Strong ticket triaging and prioritization capability.

• Ability to translate technical concepts into user-friendly language.

• High attention to detail and documentation discipline.

• Data-driven mindset with the ability to interpret support metrics.

• Self-motivated with the ability to work independently in a distributed team.

• Continuous learning attitude toward evolving support technologies.

Benefits

• Competitive salary package.

• Remote work flexibility.

• Performance-based incentives.

• Professional development and Zendesk certification support.

• Health and wellness benefits (where applicable).

• Collaborative and inclusive global team environment.

• Paid time off and company-recognized holidays.

Why Join

At HR Talent Solutions, we prioritize innovation, customer success, and employee growth. You will work with modern support tools, contribute to meaningful product improvements, and be part of a supportive remote culture that values initiative and impact. This is an excellent opportunity for Zendesk experts who want to elevate their career in a high-growth, tech-enabled environment.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter highlighting their Zendesk expertise and relevant support experience. Qualified applicants will be contacted for the next stage of the selection process.