Technical Support Engineer, Zoom
Work platform for human connection
Job no longer available
Work platform for human connection
1001+ employees
Job no longer available
1001+ employees
Company mission
To help people connect, collaborate, and get more work done, together.
Role
Who you are
- English proficient (written and spoken)
- Minimum 2+ years of at least Tier II level Technical Support and Customer Service experience
- Ability to handle high volume of tickets, phone calls, and chats
- Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred
- Excellent communication (both oral, written, and interpersonal) and customer service skills as well as trouble-shooting skills are a must
- Being a true team player is a must at Zoom
- Experience with ServiceNow and Atlassian (Jira and Confluence) is a plus
What the job involves
- Provide support to troubleshoot and resolve technical issues reported by customers 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
- Adhere to the Tier II Standard Operating Procedures
- 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
- Be able to work in a team environment where it’s important to share knowledge, provide productive feedback and work on side projects
- Show self-motivation and be proactive attitude
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 acquisitions. Alongside many other large tech companies, it has battled through a difficult economic situation, but it nonetheless remains a profitable company and household name. Plus, 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 HQ
Downtown San Jose, San Jose, CA
Leadership
Eric Yuan
(CEO & Founder)Previously VP Engineering at Cisco and WebEx.
Salary benchmarks
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