Customer Support Associate

What you can expect

As a Customer Support Associate at Workvivo, your role involves supporting our Workvivo customers with queries, troubleshooting and building out a repository of helpful resources. You will build an extensive knowledge of the Workvivo platform and act as Voice of the Customer. This role also works with our Product team sharing customer insights to improve the Workvivo product.This role also works with our infrastructure team, reporting any issues with the Workvivo platform ensuring a smooth experience of the product at all times. 

About the Team

Customer Services play a crucial role in improving the customer experience within Zoom. We engagingly build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Responsibilities

• Supporting Workvivo customers with queries and troubleshooting and providing customers with useful resources for success

• Building and maintaining a repository of valuable resources

• Developing an extensive knowledge of the Workvivo platform

• Collaborating with the infrastructure team to report and resolve platform issues

• Engaging, building relationships and encouraging product usage

• Managing internal procedures and working across departments effectively

What we’re looking for

• Demonstrate experience in a customer facing support role where priorities and customer needs constantly change

• Demonstrate technical aptitude and familiarity with software concepts and web-based technologies

• Demonstrate experience with SQL and experience writing SQL queries.

• Display the ability and experience in Troubleshooting and assisting customers via a ticketing system and engaging with engineering teams to solve issues

• Able to resolve customer queries professionally and in a timely manner

• Have experience in identifying trends in customer issues and sharing knowledge with the team

• Be able to provide best-in-class support with empathy and drive issues to resolution

• Be able to provide support and guidance to customers on Workvivo features and capabilities to drive high value.

• Be proactive in anticipating customer questions and building trust

• Demonstrate exceptional written and verbal communication skills for customer support

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learnfor more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.