Responsibilities

• Lead IT calls with our Customers’ technical teams to set-up and configure Single Sign On & User Provisioning

• Be the technical point of contact for our Customers

• Effectively resolve customer queries in a professional and timely manner

• Identify trends in customer issues and communicate with the wider team

• Empathize with every aspect of the Customer journey, putting customers’ needs first

• Troubleshoot issues, reproducing defects and documenting bugs for our engineering teams

• Effectively communicate with customers and colleagues and resolve issues through email, chat or Zoom

• Triage incoming requests to the relevant teams

• Provide support & guidance to Customers on Workvivo features and capabilities so that they can realize high value

• Challenge the status quo and share innovative ideas to increase customer satisfaction and adoption

• Proactively help others where needed

• Build relationships with our customers and team members

The ideal candidate will have:

• Experience in a similar role or customer-facing role

• Appetite for a fast-paced environment

• Drive, ambition and a great positive attitude

• Technical aptitude or familiarity with software concepts, web based technologies and or mobile apps

• Has an understanding of SQL and experience in writing SQL queries.

• Excellent customer service skills with a genuine passion for outstanding customer experiences

• Excellent communication skills over email and Zoom

• Passion for problem-solving - you will troubleshoot issues to remove any barriers for our customers

• Ability to clearly communicate technical problems to non-technical people

• Ability to produce well-structured and clear customer facing documentation and reports

• Ability to adapt as priorities and customer needs change

• Be team-player who can also work independently.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Explore Zoom:

• Hear from our leadership team

• Browse Awards and Employee Reviews on Comparably

• Visit our Blog

• Zoom with us!

• Find us on social at the links below and on Instagram

• View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.