Customer Solutions Analyst I
2 months ago
ZoomInfo is looking for an experienced, results-oriented Customer Solutions Analyst I who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals, and will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.
This is a night shift position working from our office in Chennai. We offer a night shift allowance, car service, and some in office food options.
What You'll Do:
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 servicesProvide 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 toolsLearn third-party products and their integrations to educate and guide customers on usage and product adoptionIdentify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewalWhat You Bring:
2+ years of equivalent work experience in SaaS organization Proven ability to multi-task and successfully manage multiple priorities simultaneouslyMust have a strong attention to detail and a self-directed problem solverAbility to adapt and pivot in a fast paced, ever-changing environmentExcellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientiousA strong sense of urgencyAbility to empower end-users to support themselves using our online training resourcesExcellent 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 developersAbility to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalationHighly organized and able to manage multiple projects and prioritiesA desire and aptitude to learn A positive attitudeShift Timings : 5PM - 2AM/8:30PM - 5:30AM
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