Offer summary

Qualifications:

Minimum 3 years of experience in customer success or technical support roles., Strong communication skills with the ability to write clearly and concisely., Technical proficiency in web technologies such as API, HTML, CSS, JSON, SQL, and JavaScript., Experience working in US time zones for at least one year..

Key responsibilities:

Handle escalation tickets using structured troubleshooting protocols.

Communicate with customers via email, phone, online meetings, and chat.

Evaluate customer needs and proactively resolve technical issues.

Collaborate with technology teams and document troubleshooting steps.

Job description

Job Role: Customer Success Engineer

Job Description:

Receive escalation tickets, apply a structured troubleshooting protocol and provide timely resolution.
Communication with customers is predominantly over the e-mail channel, but also via phone, online meetings, and chat conversations.
Evaluate the needs of customers and work in a creative, proactive manner to resolve technical issues.
Take complete ownership of the escalated tickets and collaborate with the relevant technology teams for a swift resolution.
Document troubleshooting and problem resolution steps, accurately record data into CRM and other relevant tools.
This role is primarily for the US timezones.

Skills Required

Excellent communication skills.
Ability to write concisely with clarity.
Ability to work in a 24/7 work environment.
Orientation to technology in general, specifically web technologies API, HTML, CSS, JSON, SQL, and JavaScript.
Be a team player who can work seamlessly across various teams to achieve a common goal.
Excellent customer advocacy and consultative skills.
Strong multitasking and prioritization abilities.
At least 3 plus years of experience as an individual contributor in a customer success or a technical support role.
Should have worked previously in US time zones for at least one year.

About Zeta Global

Zeta Global is a data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth.

Our technology runs on the Zeta Marketing Platform, which powers ‘end to end’ marketing programs for some of the world’s leading brands. With expertise encompassing all digital marketing channels – Email, Display, Social, Search and Mobile – Zeta orchestrates acquisition and engagement programs that deliver results that are scalable, repeatable and sustainable.

Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Zeta Global Recognized in Enterprise Marketing Software and Cross-Channel Campaign Management Reports by Independent Research Firm

https://www.prnewswire.com/news-releases/zeta-global-opens-ai--data-labs-in-san-francisco-and-nyc-300945353.html

https://www.prnewswire.com/news-releases/zeta-global-recognized-in-enterprise-marketing-software-and-cross-channel-campaign-management-reports-by-independent-research-firm-300938241.html

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