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Technical Customer Support

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Zoom

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Cork

AI generated summary

  • You need SQL experience, strong communication skills, a customer support background, technical aptitude, and the ability to troubleshoot and collaborate with engineering teams.
  • You will resolve customer queries, troubleshoot issues, document bugs, triage requests, maintain knowledge of Workvivo, guide customers on features, and enhance the Help Center for accuracy.

Requirements

  • 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

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

FAQs

What is the main purpose of the Technical Customer Support role?

The main purpose of the Technical Customer Support role is to support Workvivo customers with queries, troubleshoot issues, and build a repository of helpful resources while acting as the Voice of the Customer.

What responsibilities will I have in this role?

In this role, you will be responsible for resolving customer queries, troubleshooting issues, maintaining knowledge of the Workvivo platform, providing support and guidance on features, and maintaining the Help Center to enhance support accuracy.

What experience is required for this position?

Candidates are required to have experience with SQL, experience in a customer-facing support role, technical aptitude or familiarity with software concepts, and experience troubleshooting via a ticketing system.

What skills are essential for this role?

Essential skills include the ability to communicate empathetically, provide technical support and guidance, problem-solve technical issues, and effectively engage with engineering teams.

Is this a fully remote position?

No, this is a hybrid role, and candidates should be situated within 50 miles of the office.

Will I need to collaborate with other teams?

Yes, you will collaborate with the Product team to share customer insights and engage with engineering teams to solve complex issues.

What kind of customers will I be supporting?

You will be supporting Workvivo customers with their queries and troubleshooting needs related to the Workvivo platform.

Are there opportunities for career advancement in this position?

Yes, there are opportunities to advance your career in a diverse, inclusive environment while working across teams on impactful projects.

Does the company provide any benefits?

Yes, the company offers a variety of perks and benefits to support employees' physical, mental, emotional, and financial health, as well as work-life balance.

What is the company's stance on diversity and inclusion?

The company is committed to diversity and inclusion, welcoming individuals from different backgrounds and ensuring that all perspectives are incorporated into the products and culture.

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Zoom

Bringing the world together, one connection at a time.

Technology
Industry
5001-10,000
Employees
2011
Founded Year

Mission & Purpose

Zoom is a leading provider of video communication and collaboration solutions. Their platform allows people to connect and communicate remotely through high-quality video and audio conferencing, online meetings, webinars, and virtual events. With a user-friendly interface and robust features, Zoom enables individuals and organisations to stay connected, collaborate effectively, and engage with others regardless of their location. Zoom's ultimate mission is to make video communications frictionless and accessible to everyone, empowering people to connect, communicate, and collaborate seamlessly across the globe.

Benefits

  • Employee Stock Purchase Plan (ESPP)

  • Long-Term Sickness & Disability: 75% of basic annual salary after 13 weeks of incapacity

  • Cash Plan: reimbursement for out-of-pocket expenses relating to healthcare needs such as dental and optical

  • Private Medical (fully medically underwritten): includes inpatient, outpatient, and virtual GP services. This plan includes Vitality Wellness and discount programs.

  • Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance