Customer Support Specialist

Provide customer support primarily through Zendesk for DuckDuckGo subscribers and users with product-related inquiries, maintain our Help Pages, and deliver timely, accurate responses. Review existing DuckDuckGo subscription Help Pages, and make recommendations for updates to ensure accuracy and effectiveness. Optimize existing automated responses in Zendesk and create new automations to reduce cost per ticket and time to resolution.

As a Customer Support Specialist, you will handle a high volume of Zendesk tickets, helping to ensure that we meet our defined service-level goals, escalating requests as needed to the appropriate specialists according to documented procedures. Spot support trends, such as product bugs, outages, etc, from the tickets you handle. You will help identify documentation gaps in our Help Pages to improve their efficacy, and help publish content recommendations updates to fill those gaps. When needed, you will provide occasional community and/or social media support by responding with approved templates.