What you can expect
As a Technical Consultant at Workvivo, your role involves supporting customers by addressing queries and troubleshooting technical issues. You will also build a repository of resources and become an expert on our platform. Additionally, you will represent the Voice of the Customer, sharing insights with the Product team for continual improvement. Your responsibilities will include conducting IT calls with customers' technical teams to configure Single Sign-On and User Provisioning, address queries, and identify issue trends.
About the Team
Workvivo, a digital experience platform under Zoom, enhances workplace culture and empowers remote employees. It is committed to customer satisfaction and improving working lives. Workvivo aims to drive results through its innovative approach, aligning with Zoom's mission to facilitate meaningful connections and modern collaboration.
Responsibilities
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Leading IT calls with our Customers’ technical teams to set-up and configure Single Sign On & User Provisioning
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Being the technical point of contact for our Customers
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Resolving customer queries in a professional and timely manner
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Identifying trends in customer issues and communicate with the wider team
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Empathizing with every aspect of the Customer journey, putting customers’ needs first
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Troubleshooting issues, reproducing defects and documenting bugs for our engineering teams
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Communicating with customers and colleagues and resolve issues through email, chat or Zoom
What we’re looking for
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Experience in a similar role or customer-facing role
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Experience with SQL and experience writing SQL queries
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Able to resolve customer queries in a professional and timely manner
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Experience with identifying trends in customer issues and knowledge-sharing with the wider team
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Able to lead IT calls with our customers' technical teams to set up and configure SSO & User Provisioning
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Be able to provide best in class support by communicating with empathy to drive issues to resolution
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Be able to provide support and guidance to customers on Workvivo features and capabilities to drive high value
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Be able to work proactively, anticipating customer questions and building trust
Please note: This role will be HYBRID should you be situated within 50miles of our offices.
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.
Our Commitment
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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