Customer Solution Analyst (Product Support) - Enterprise level

About the role :

ZoomInfo is looking for an experienced, results-oriented Product Support Engineer 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 role will have a focus on handling support inquiries received outside of our standard business hours for our strategic, enterprise customers as part of our Platinum Support motion.

Shift details:

• Candidate should be comfortable working EST/PST shifts based on business needs

Work Mode:

• Hybrid - 3 days Work from Office and 2 days Work from Home

Week Off:

• Your week off will be 2 days which will be on week day and will NOT be on Saturday and Sunday

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 services
• Provide priority support to Platinum Support customers for any support inquiries received during shift timing
• 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
• Work independently to escalate, resolve, and manage support inquiries effectively and with urgency
• 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
• Work seamlessly with Technical Account Managers to ensure visibility to any support cases received from their accounts during shift timing, providing hand offs for any issues that require their continued support during standard business hours
• Other related duties as assigned

What You Bring In:

• Bachelor’s degree preferred
• 3 to 5 years of work experience in Product Support role in B2B SaaS companies
• Experience working with Enterprise level customers, both global and US-based, and a deep understanding of the Enterprise customer persona is Mandatory (Please Do not apply if you have not served to Enterprise level customers)
• Excellent written and oral communication skills; readily adjusts communication style and approach based on the audience. Must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers
• Excels at case handling and prioritization; can manage and prioritize work, and problem solve with a high level of independence and minimal oversight
• Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• A strong sense of urgency
• Must have a strong attention to detail
• A positive attitude