（Senior) Customer Support Representative

About Zno

Zno empowers creativity and productivity through a full suite of cloud-based, AI-powered software (cloud.zno.com) and premium print lab products (zno.com) for professional and aspiring photographers and artists. Founded in the heart of Silicon Valley in 2012, Zno has built the most cutting-edge technology platform integrated with one of the biggest premium in-house print lab offerings. The integration of a fully customized software suite with lab products makes Zno the industry-first, all-in-one solution for professional photographers.

To date, Zno has served more than 1.4 million customers in more than 40 countries around the world, and this number is growing fast.

The Zno team has a global presence with the U.S. office based in San Jose, CA and product development and manufacturing teams in Asia.

About the Role

To better support our growing customer base, we are looking for an experienced candidate to join our customer support team. The individual will report directly to the Customer Service Supervisor and will play a key role in providing our customers with a positive support experience through phone support, online chat, email, and sales consultation sessions. This is a full-time position and is required to work onsite 5 days per week in our office in San Jose, CA.

Key Responsibilities

● Experienced in customer-facing support relaying complex information in an effective and timely manner via phone call, online chat, and email. Hands-on experience with Zendesk is highly recommended

● Help customers in a positive and productive manner to resolve complex issues and provide solutions to ensure customer satisfaction

● Ability to multitask in a fast-paced environment with attention to details and thorough follow through

● Author and publish customer support content (i.e. Tutorials, FAQs) to support new software product and features launches

● Good analytical and organizational skills to collaborate with other customer support and product marketing team members to solve customer or business issues

● Attend regular product training and be product expert in Zno’s software and print lab products. Deliver software sales consultation sessions with customers if needed

● Up to 10% of travel is required for this position

Qualifications

● 4-year college degree or equivalent experience

● 5 to 10 years experience in a customer support role, strongly prefer working on a SaaS (software as a service) product or platform

● Excellent verbal and written communication skills. Will require writing samples in interviews.

● Bilingual in English and Spanish (writing and speaking) is a strong plus

● Passionate about working with professional photographers or artists

● A humble and polite attitude

Compensation

● Base salary ranges $60,000 to $75,000.

● Full benefits including medical, dental, vision, retirement and PTO.

● Eligible for discretionary performance based bonus.

Interested? Get in touch today

Please email ***email_hidden*** with a cover letter and resume.