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Integrations Support Specialist II – Tier II
| Company | ZoomInfo |
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| Location | Vancouver, WA, USA |
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| Salary | $63200 – $86900 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level |
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Requirements
- Bachelor’s degree preferred and/or 2-3 years of equivalent work experience in SaaS organization
- Proven ability to multi-task and successfully manage multiple priorities simultaneously
- Must have a 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
- A desire and aptitude to learn and understand technical infrastructure
- A positive attitude
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 and its integrations.
- Effectively triage and manage escalations to engineering teams for issues that can’t be resolved
- Document best practices and other useful information to better enable our customers through our online support tools
- 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
- 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
Preferred Qualifications
- Technical CRM, MAT, or Sales Acceleration platform experience; Certification with Salesforce, Marketo, HubSpot, Eloqua and/or Microsoft Dynamics is a strong plus
- Experience with SOQL (Salesforce), and troubleshooting Salesforce Managed Packages
- Familiarity with troubleshooting or interacting with API’s
- Prior experience using DataDog, Jira, and Snowflake
- Prior experience with video conferencing applications
