Customer Solutions Analyst II

Designation : Customer Solution Analyst II

Location : Bangalore, Prestige Tech Park, Etamin block, 9th Floor , Kadubeesanahalli

Reporting to  : Team Lead, Customer Solutions

Job Description :

ZoomInfo is looking for an experienced, results-oriented Customer Solutions Analyst II who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals, and will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.  This role will have a focus on handling support inquiries received outside of our standard business hours for our strategic, up-market customers as part of our Platinum Support motion.

Shift details:

• Saturday - Wednesday, EU Shift (1pm - 10pm IST)
• Saturday - Wednesday, AU shift (5am - 2pm IST)
• Wednesday - Sunday, EU shift (1pm - 10pm IST)
• Candidate should be comfortable working EST/PST shifts based on business needs

Work Mode: Hybrid - 3 days’ Work from Office (Wednesday - Friday) and 2 days’ Work from Home (Saturday - Sunday)

Week Off: Monday and Tuesday

What You’ll Do :

• 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
• Provide priority support to Platinum Support customers for any support inquiries received during shift timing
• 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 
• Work independently to escalate, resolve, and manage support inquiries effectively and with urgency
• Effectively triage and manage escalations to engineering teams for issues that can’t be resolved by Solutions 
• Document best practices and other useful information to better enable our customers through our online support tools
• 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
• Work seamlessly with Technical Account Managers to ensure visibility to any support cases received from their accounts during shift timing, providing hand offs for any issues that require their continued support during standard business hours
• Other related duties as assigned

What You Bring In:

• Bachelor’s degree preferred 
• 3 to 5 years of work experience in Product Support, Customer Support, or Technical Support role in B2B SaaS companies
• Experience working with Enterprise customers, both global and US-based, and a deep understanding of the Enterprise customer persona 
• Excellent written and oral communication skills; readily adjusts communication style and approach based on the audience. Must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers 
• Excels at case handling and prioritization; can manage and prioritize work, and problem solve with a high level of independence and minimal oversight
• Proven ability to multi-task and successfully manage multiple priorities simultaneously; strong organizational skills
• Highly adaptable and can readily pivot in a fast paced, ever-changing environment, with a desire and aptitude to learn
• 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
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation; demonstrates a high level of resourcefulness when investigating issues and is self-driven to research and identify solutions for customers
• Must have a strong attention to detail
• A positive attitude

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