What you can expect
You will provide deep technical troubleshooting for issues related to specific customers. The TAE team supports all of the issues for Zoom customers. Our customer's issues range from single connection issues to Zoom's most technically complex or sensitive support situations. It will be your responsibility to isolate and those identify problems and the root causes that directly affect these customer's usage of Zoom.
About the Team
Our global Premier Support team focuses on supporting our customers with resolving complex technical escalations in a timely manner. The team develops a trusted- technical advisor relationship with our customers and provide recommendations based on the Zoom product suite to address their business needs.
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What we're looking for
- Experience of customer facing Tier 2 or Tier 3 level Technical Support experience
- Experience with Contact Center technologies
- Experience with IT Administration, Network Security and Group Policy
- Able to prioritize and manage multiple tickets simultaneously, troubleshoot complex technical issues, and manage customers and convey confidence during business impacting events.
- Have industry certifications in Wireshark, VCP, AWS, AZURE, ITIL, Microsoft Certified Associate/Expert
- Have advanced network knowledge (CCNA/CCNP, Wireshark, CompTIA Network+ certification or equivalent experience).
- Be fluent in English and Spanish
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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