Customer Solutions Analyst I

About the role : 

• Serve as the voice of the customer by capturing insights and feedback that help improve ZoomInfo’s products, platform usability, documentation, and overall customer experience.
• Support customers across ZoomInfo’s product suite as a platform generalist, helping them navigate multiple products, integrations, and features within the broader ecosystem
• Investigate, troubleshoot, and diagnose complex product issues using methods such as debugging, HAR file collection, and log analysis to identify root causes and determine the best path to resolution.
• Apply a detail-oriented, systems-thinking mindset to technical investigations — understanding how platform components, integrations, and customer configurations interconnect to surface nuanced issues that may not be immediately apparent.
• Champion a discovery-first approach to understanding customer goals and challenges, offering consultative guidance and best practices that connect the right ZoomInfo capabilities to their most critical needs.
• Continuously deepen expertise across ZoomInfo's platform, embracing new integrations and AI-enabled tools with curiosity and enthusiasm to better serve customers in an ever-evolving landscape.
• Manage and prioritize support cases from investigation through resolution, with a focus on time to first response, overall case quality, and responsiveness — clearly communicating updates, documenting detailed case notes, setting expectations, and ensuring customers feel confident throughout the process.
• Serve as a key connector between customers and their account teams, proactively flagging technical challenges and aligning on solutions that support long-term customer success.
• Collaborate with and escalate to internal teams — including Specialist, Product, and Engineering — when issues require deeper investigation, technical expertise, or cross-functional resolution
• Contribute to internal knowledge sharing by documenting troubleshooting approaches, best practices, and common solutions that improve both team effectiveness and customer self-service.

What You Bring:

• Any Fulltime Bachelor Degree is mandatory
• 3+ years of experience in Product Support, Technical Support, or a similar customer-facing technical role within a B2B SaaS environment.
• Adaptable in working at EST and PST shifts based on business needs (Rotational basis)
• Strong troubleshooting and analytical skills, with the ability to investigate product behavior, identify likely root causes, and determine appropriate next steps.
• Ability to independently investigate and replicate product issues, clearly document findings, and provide context when escalation to specialist or engineering teams is required.
• Excellent written and verbal communication skills, with the ability to translate complex product or technical concepts into clear, actionable guidance for customers.
• Experience managing multiple cases and priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Comfort working across multiple products and quickly learning new technologies within an evolving SaaS platform.
• Strong organizational skills and the ability to work independently while collaborating effectively with cross-functional teams.
• A customer-focused mindset with the ability to demonstrate empathy, responsiveness, and ownership while supporting customers.
• Ability to guide and empower users to resolve issues through documentation, training resources, AI-assisted support, and best practices.
• Curiosity and enthusiasm for learning new technologies and evolving SaaS platforms, particularly in areas such as integrations and AI-enabled tools.