Customer Solutions Analyst | APAC & Australia

Company: ZoomInfo
Location: Remote
Posted on: June 12, 2021

Job Description:

Customer Solutions Analyst | APAC & AUS

Overview:

ZoomInfo is looking for an experienced, results-oriented Customer Solutions Analyst 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.

[Please note: this position requires working hours that align with our APAC and AUS customers (6pm-3am ET) and would include a shift differential.]

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

Qualifications:

• Bachelor's degree preferred and/or 2-3 years of equivalent work experience in SaaS organization
• Ability to work 6pm-3am ET
• 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

Keywords: ZoomInfo, Eugene , Customer Solutions Analyst | APAC & Australia, Other , Remote, Oregon