Project Engineer, Zoom
Workvivo
More information about location
Video-focused online communications platform
Be an early applicant
Video-focused online communications platform
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To make video communications frictionless and secure.
Role
Who you are
- Experience in a similar role or customer-facing role
- Experience with SQL and experience writing SQL queries
- Able to resolve customer queries in a professional and timely manner
- Experience with identifying trends in customer issues and knowledge-sharing with the wider team
- Able to lead IT calls with our customers' technical teams to set up and configure SSO & User Provisioning
- Be able to provide best in class support by communicating with empathy to drive issues to resolution
- Be able to provide support and guidance to customers on Workvivo features and capabilities to drive high value
- Be able to work proactively, anticipating customer questions and building trust
What the job involves
- As a Technical Consultant at Workvivo, your role involves supporting customers by addressing queries and troubleshooting technical issues.
- You will also build a repository of resources and become an expert on our platform. Additionally, you will represent the Voice of the Customer, sharing insights with the Product team for continual improvement
- Your responsibilities will include conducting IT calls with customers' technical teams to configure Single Sign-On and User Provisioning, address queries, and identify issue trends
- Workvivo, a digital experience platform under Zoom, enhances workplace culture and empowers remote employees. It is committed to customer satisfaction and improving working lives
- Workvivo aims to drive results through its innovative approach, aligning with Zoom's mission to facilitate meaningful connections and modern collaboration
- Leading IT calls with our Customers’ technical teams to set-up and configure Single Sign On & User Provisioning
- Being the technical point of contact for our Customers
- Resolving customer queries in a professional and timely manner
- Identifying trends in customer issues and communicate with the wider team
- Empathizing with every aspect of the Customer journey, putting customers’ needs first
- Troubleshooting issues, reproducing defects and documenting bugs for our engineering teams
- Communicating with customers and colleagues and resolve issues through email, chat or Zoom
Our take
Zoom reworked video conferencing when most people assumed it was a solved problem, with services from Cisco and Skype already ubiquitous in workplaces and homes. However, its videoconferencing infrastructure was simpler to use, faster and more flexible than any previous solution, and it swiftly took the world by storm.
Its success bred competition, however, and companies such as Microsoft and Google, along with numerous smaller communications firms, have begun making inroads on Zoom's formerly commanding lead. Additionally, as workplaces are mostly adopting a hybrid or flexible working strategy, some of its importance as a workplace tool is wearing off and it is recording a gradual decline in daily usage rates.
To counter these trends, Zoom is expanding its business offerings through product development and strategic aquisitions, such as that of Solvvy (an AI and automation service) in 2022. It remains to be seen if this will be enough to turn things around for Zoom: along with many other large tech companies it has recently engaged in large-scale layoffs to realign itself with a difficult economic situation. Still, it is a profitable company and a household name, and its track record of innovation means it is still very much one to watch in the communications space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2017
$100m
SERIES D
Feb 2015
$30m
SERIES C
Total funding: $148.5m
Company benefits
- Work from home opportunities
- Retirement benefits
- My-Time-Off (MTO), an extended vacation policy
- Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
- Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
- Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
- Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
- Employer Matching of Charitable contributions up to $500 USD equivalent/year
- Annual Zoom Store Allowance
- Business Travel Accident Insurance
Company values
- Community: We're committed to making a positive impact on our community with our environmental, social and governance (ESG) efforts. Our dedicated social impact arm, Zoom Cares, focuses on making a difference in three key areas: education, social equity, and climate change.
- Customers: Our customers are at the center of everything we do here at Zoom. We work hard to build innovative products that help people communicate, collaborate, and connect.
- Company: Zoomies show care for our company by conducting business ethically and serving our customers and colleagues with integrity. We value transparency and welcome our employees to speak up, ask questions, and provide feedback so we can keep growing as an organization.
- Teammates: Zoomies work collaboratively across teams and locations to deliver happiness to our customers. We recognize our fellow teammates’ actions and achievements through employee-nominated Zoomie of the Quarter awards and an employee recognition program. We also have fun together! Our volunteer, employee-led Happy Crew organizes meet-ups and global holiday celebrations throughout the year.
- Selves: We give employees the flexibility to care for themselves and their families with a comprehensive benefits program that includes generous parental leave, health and wellness benefits, retirement benefits, and My-Time-Off (MTO), an extended vacation policy.
Company HQ
Downtown San Jose, San Jose, CA
Articles
Leadership
Eric Yuan
(CEO)Previously VP Engineering at Cisco and WebEx.
People progressing
Joined as a Sales Development Representative. Promoted to SMB Account Executive after 6 months, and then to Commercial Account Executive after 2 further years. Is now an executive in Sale, Digital Natives & Start-Ups.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Diversity, Equity & Inclusion at Zoom
- Workforce is about who and how we hire. We actively engage with external sourcing partners to invite the best and brightest talent from the broadest backgrounds to consider working at Zoom. We continuously take stock of how we evaluate candidates to ensure that they are getting a fair and equal opportunity to share their capabilities
- Our DEI Marketplace efforts are all about how we include and consider our customers, with the ultimate goal of creating better products and experiences with them in mind
- An example of our Marketplace efforts include leveraging our ERGs and strategic partners to provide feedback on product designs and features
- Workplace is how Zoomies experience Zoom once they are here. Do they feel a sense of belonging to the organization? Do they have an opportunity to build networks and connections outside of their day-to-day roles?
- Examples of our Workplace efforts include our Employee Resource Groups, employee-driven, volunteer groups that foster DEI in the workplace and encourage employee engagement and support
- Our DEI Community efforts are focused on how we do our part to make the world more equitable for all. In partnership with our internal teams and external strategic partners, we forge partnerships that advance our DEI mission and Zoom’s core value of Care
Share this job
View 43 more jobs at Zoom