ZoomInfo is looking for an experienced, results-oriented Integration Support Specialist for our Tier 1 Integrations Support team who excels in communication, problem-solving, and customer experience. 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.

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 day-to-day support through all of our support channels for our growing customer base, including both technical investigation, incident management, and providing best practice and workflow recommendations to ensure customers can get the most out of our platform
• Effectively triage and escalate issues as needed to Tier 2 Integrations Support for further investigation and escalation as needed
• 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
• Collaborate with internal stakeholders as needed to resolve and support customer concerns and inquiries
• 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

What You Bring

• Bachelor's degree preferred and/or 2-3 years of equivalent work experience in SaaS organization
• Proven ability to multi-task and successfully manage multiple priorities simultaneously
• Strong attention to detail and be a self-directed problem solver
• Ability to adapt and pivot in a fast paced, ever-changing environment
• 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
• Excellent organizational, written and oral communication skills – You must be able to convey technical jargon in a wide-array of syntax from beginner-level users to developers
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A desire and aptitude to learn and understand technical infrastructure
• A positive attitude

Preferred Qualifications:

• Technical CRM, MAT, or Sales Acceleration platform experience; Certification with Salesforce, Marketo, HubSpot, Eloqua and/or Microsoft Dynamics is a strong plus
• Experience with SOQL (Salesforce), and troubleshooting Salesforce Managed Packages
• Familiarity with HTML, Javascript, APIs, and coding fundamentals
• Prior experience using DataDog, Jira, and Snowflake
• Prior experience with video conferencing applications

 

Comp & Benefits

The US base salary range for this position is $63,200 - $86900 + variable compensation + benefits.

Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.

We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.

 

 

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