Offer summary

Qualifications:

Bachelor's degree preferred., 3 to 5 years of experience in Product Support, Customer Support, or Technical Support in B2B SaaS., Excellent communication skills, both written and oral., Strong organizational skills and ability to multitask..

Key responsibilities:

Support customers by managing incidents and providing workflow recommendations.

Capture and convey customer feedback to improve products and services.

Manage escalations to engineering teams for unresolved issues.

Identify renewal risks and up-sell opportunities to ensure customer satisfaction.

Job description

ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast.

About the Role:

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

Shift details: PST Time Zone

Work Mode : Hybrid - 3 days Work from Office and 2 days Work from Home

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 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 Customer 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
Other related duties as assigned

What You Bring In:

Bachelor’s degree preferred
3 to 5 years of work experience in Product Support, Customer Support, or Technical Support role in B2B SaaS companies
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
Proven ability to multi-task and successfully manage multiple priorities simultaneously; strong organizational skills
Highly adaptable and can readily pivot in a fast paced, ever-changing environment, with a desire and aptitude to learn
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
Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation; demonstrates a high level of resourcefulness when investigating issues and is self-driven to research and identify solutions for customers
Must have a strong attention to detail
A positive attitude

About us:

ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.

ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.

ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ZoomInfo does not administer lie detector tests to applicants in any location.

Required profile