Integrations Support Specialist, ZoomInfo

• 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
• Must have a 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

Desirable

• ZoomInfo is looking for an experienced, results-oriented Integration Support Specialist 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
• 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
• Effectively triage and manage escalations to engineering teams for issues that can’t be resolved
• Document best practices and other useful information to better enable our customers through our online support tools
• 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
• 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
• Other related duties as assigned