Customer Services (CS)
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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.
About the Team
We are looking for a full-time Technical Account Manager based in Singapore, reporting to the Manager, Technical Account Services, APAC. The ideal candidate will build strong relationships with customers and internal partners alike, ensuring success with Zoom products and services. Your efforts will drive customer satisfaction and happiness.
As a Technical Account Manager you will:
Serve as a technical subject matter expert on Zoom’s architecture and video/audio collaboration space.
Partner closely with the customer account team ( Account Executive and Customer Success Manager) to drive and strengthen the customer relationship
Be the primary point of contact to drive complex technical escalations towards timely resolution.
Provide technical consultations for architecture integration and service optimization
Manage technical feature requests and requirements that are key to the customer’s success and process workflow.
Develop a trusted- technical advisor relationship with customers and provide recommendations based on the Zoom product suite to address their business needs in partnership with the Customer Success Manager.
Partner with Customer Success Manager to notify customers about product enhancements and incremental product releases.
Be the Voice of Customer internally within Zoom to drive prioritization of business needs for our customers working hand in hand with the assigned Customer Success Manager
Excellent communication, analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems.
Experiencing working with Enterprise level accounts and contacts
Solid understanding of IP Telephony, SIP or H323, and Audio/Video codecs
Experience in troubleshooting network problems, firewalls, NAT etc.
Proficiency with Video conferencing or Unified communication solutions such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync/Office365.
Ability to articulate complex technical topics, diplomatically address customer concerns, while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
Desired Skills or Qualifications:
Understand Zoom partner and ecosystem partners, products and applications.
Proficiency in Chinese and English (Oral/written)
Mentor developing team members.
Act as a leader when the situation warrants.
Be flexible and able to function in a high growth environment.
Previous Technical Account Manager or Escalation Engineer experience is a plus.
Hands-on system administration experience on Windows, Mac and Linux is a plus.
UDP/TCP/IP networking knowledge.
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP).
Cisco certifications such as CCNA, CCNP, or CCIE.
Bachelor’s degree in Engineering/Computer Science/Technology or have equivalent work experience. 5+ years experience in a client-facing technical role.
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.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at email@example.com.
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.
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Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.
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