Technical Support Specialist for Customer Success
10 hours ago
About the Role
ZoomInfo is seeking an experienced and results-driven Technical Support Specialist to join our Customer Success team. This individual will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.
The ideal candidate will have a strong ability to multi-task and successfully manage multiple priorities simultaneously, with a proven track record of providing day-to-day support for growing customer bases. They must also possess excellent customer service skills, including empathy, accuracy, compassion, responsiveness, resourcefulness, and conscientiousness.
We offer a competitive salary of $65,000 - $80,000 per year, depending on experience, as well as a night shift allowance and car service. The position is based in Chennai, working from 5PM - 2AM/8:30PM - 5:30AM.
Key Responsibilities
- Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services
- Provide day-to-day support for our growing customer base, including both incident management and providing workflow recommendations to ensure customers can get the most out of our platform
- Effectively triage and manage escalations to engineering teams for issues that can't be resolved by Solutions
- Document best practices and other useful information to better enable our customers through our online support tools
- Learn third-party products and their integrations to educate and guide customers on usage and product adoption
- Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal
Requirements
- 2+ years of equivalent work experience in SaaS organization
- Proven ability to multi-task and successfully manage multiple priorities simultaneously
- Must have a strong attention to detail and a self-directed problem solver
- Ability to adapt and pivot in a fast-paced, ever-changing environment
- Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
- A strong sense of urgency
- Ability to empower end-users to support themselves using our online training resources
- Excellent organizational, written and oral communication skills – You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- Highly organized and able to manage multiple projects and priorities
- A desire and aptitude to learn
- A positive attitude
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