About Company
Zoom is a leader in modern enterprise video communications, with an easy, reliable cloud platform for video and audio conferencing, chat, and webinars across mobile, desktop, and room systems. We help businesses and organizations bring their teams together in a frictionless environment to get more done. Our solutions span across various use cases, including meetings, chat, phone, webinars, and contact center. We are a company built on a culture of care, delivering happiness to our customers and employees alike. Join us in connecting the world and shaping the future of communication!
Job Description
Are you a passionate problem-solver with a knack for technology and a steadfast commitment to exceptional customer service? Zoom is seeking a dedicated Technical Support Specialist to join our dynamic and rapidly growing team. This is an exciting opportunity for an individual eager to make an immediate impact by providing top-tier technical assistance to our diverse global user base. While this role is primarily remote, we are particularly interested in candidates residing in or near the Topeka, KS area, who can support our customers with their Zoom product inquiries, troubleshoot complex technical issues, and ensure a seamless communication experience. You will be the frontline hero, empowering users to leverage Zoom’s powerful platform effectively, from basic setup to intricate integration challenges.
This role requires a blend of technical expertise, patience, and superior communication skills, all within a fast-paced environment where your contributions directly enhance our global user experience. We value proactive thinkers who are eager to learn, adapt, and grow with us, continuously seeking ways to improve our support processes and overall customer satisfaction. You will play a crucial part in maintaining Zoom’s reputation for reliability and ease of use, acting as a trusted advisor to our customers. If you thrive on helping others navigate the digital landscape and are looking for a role where your problem-solving abilities can shine, we encourage you to apply.
Key Responsibilities
- Provide timely and effective technical support to Zoom users via phone, email, and chat, troubleshooting complex issues related to audio, video, connectivity, software configurations, and account management.
- Document all support interactions, troubleshooting steps, and resolutions accurately and thoroughly in our CRM system.
- Guide users through step-by-step solutions, clearly explaining technical concepts to both technical and non-technical audiences with patience and clarity.
- Collaborate with engineering and product teams to escalate and resolve advanced or persistent issues, contributing valuable user feedback for product improvement.
- Stay up-to-date with Zoom's continuous product updates, new features, and emerging technologies to provide informed and accurate support.
- Assist with customer onboarding and training as needed, ensuring a smooth and positive user experience from the very beginning.
- Maintain a consistently high level of customer satisfaction through professional, courteous, and highly efficient service delivery.
- Identify and report emerging trends in customer issues, contributing to the improvement of our knowledge base, self-service resources, and overall product development cycles.
Required Skills
- Excellent verbal and written communication skills in English, with the ability to convey complex information clearly.
- Proven experience (1.5+ years) in a technical support role, ideally with cloud-based software or SaaS products.
- Strong understanding of network configurations, firewalls, and proxy settings relevant to connectivity.
- Proficiency in diagnosing and troubleshooting issues across various operating systems (Windows, macOS, Linux, iOS, Android).
- Ability to work independently, prioritize tasks, and manage multiple inquiries in a fast-paced, remote environment.
- Customer-focused mindset with a genuine passion for problem-solving and helping others.
- Basic understanding of API integrations and how third-party applications interact with core platforms.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) for efficient logging and tracking of cases.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a closely related technical field.
- Experience with video conferencing technologies or unified communications platforms (e.g., Microsoft Teams, Google Meet).
- Relevant certifications in IT support (e.g., CompTIA A+, ITIL Foundation).
- Prior experience working successfully in a remote or distributed team environment.
- Fluency in a second language, particularly Spanish, could be a significant asset.
Perks & Benefits
- Competitive salary and performance-based bonus opportunities.
- Comprehensive health, dental, and vision insurance plans for employees and their families.
- 401(k) retirement plan with generous company matching contributions.
- Generous paid time off, including holidays, vacation, and sick leave.
- Flexible remote work environment, promoting work-life balance.
- Extensive opportunities for professional development and career growth within a leading tech company.
- Access to cutting-edge technology and tools to facilitate your work.
- Employee stock purchase program (ESPP).
- Virtual team-building events, wellness programs, and employee resource groups.
How to Apply
Ready to connect the world with us? We encourage all qualified candidates to apply directly through our official career portal. Please click on the application link below to submit your resume and a compelling cover letter, outlining your relevant experience and why you are a great fit for the Zoom team. We look forward to reviewing your application and potentially welcoming you to our innovative culture!