A Zoom Technical Support Engineer is directly responsible for delivering happiness to our customers. The Technical Support Engineer will work with customers, team members, and engineers on a daily basis while seeing issues through from initial report to resolution.

Responsibilities:

• Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels

• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions

• Provide ideas and assist with creation of documentation and training material for external and internal Support Center content

• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers

• Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry

Requirements:

• 2-5 years of Technical Support or Customer Service preferred

• Ability to handle high volume of tickets, phone calls, and chats

• Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience

• Excellent communication (both oral, written, and interpersonal) and customer service skills are a must

• Knowledge of network firewalls, switches, systems, and tools required

• Prior UCaaS experience preferred

• Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members