Integrations Support Specialist II

What You'll Do

• 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 and its integrations.
• 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.

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.
• 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.

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 troubleshooting or interacting with API's.
• Prior experience using DataDog, Jira, and Snowflake.
• Prior experience with video conferencing applications.