At ZoomInfo we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. If you are collaborative, take initiative, and get stuff done we want to talk to you! We have high aspirations for the company and are looking for the right people to help fulfill the dream. We strive to continually improve every aspect of the company and use cutting-edge technologies and processes to delight our customers and rapidly increase revenue.
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.
Responsibilities:
- 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 with customers primarily via Email and Chat, as well as over the phone when needed to discuss inquiries in more detail
- 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
- Effectively triage and manage escalations to engineering teams for issues that cant 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:
- Bachelors degree preferred and/or 5-7 years of equivalent work experience in SaaS organization
- Proven ability to multi-task and successfully manage multiple priorities simultaneously
- Must have strong attention to detail and be 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
For over a decade, ZoomInfo has helped companies achieve their most important objective: profitable growth. Backed by the world's most comprehensive B2B database, our platform puts sales and marketing professionals in position to identify, connect, and engage with qualified prospects.
Our mission is to provide every company with a 360-degree view of their ideal customer, empowering each phase of their go-to-market strategy and driving their ability to hit their number.
