Technical Customer Support

What you can expect

You will support our Workvivo customers with queries, troubleshooting and building out a repository of helpful resources. You will build an extensive knowledge of the Workvivo platform and act as Voice of the Customer. This role also works with our Product team sharing customer insights to improve the Workvivo product.

About the Team

Customer Services play a crucial role in improving the customer experience within Zoom. We engagingly build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Responsibilities

• Resolving customer queries in a professional and timely manner, putting the customer's needs first

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

• Triaging incoming requests and communicating with customers and colleagues.

• Maintaining knowledge of Workvivo to troubleshoot customer issues and engage with engineering teams to solve complex issues

• Providing support and guidance to customers on Workvivo features and capabilities

• Maintaining our Help Center to improve the accuracy and depth of support we provide to customers

What we’re looking for

• Experience with SQL and experience writing SQL queries 

• Be able to provide best in class support by communicating with empathy to drive issues to resolution (written and verbal)

• Be able to provide support and guidance to customers on Workvivo features and capabilities to drive high value 

• Be able to work proactively, anticipating customer questions and building trust

• Experience in a customer facing support role where priorities and customer needs constantly change  

• Demonstrate technical aptitude or familiarity with software concepts, web based technologies and/or mobile apps  

• Able to problem-solve technical issues and communicate technical problems to non-technical people  

• Experience troubleshooting and assisting customers via a ticketing system and communicate technical problems to non-technical people  

• Engaging with engineering teams to solve issues 
  
  * Please note that this is a HYBRID role of you are situated within 50 Miles of our office

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
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. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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.

Our Commitment​
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 assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.