Help Desk Consultant

Zoom Video Communications; United States; Remote; USD 76,000 - 187,000; Full time

Job summary

Join a leading company as a Help Desk Consultant, where you'll support customers by troubleshooting technical issues and enhancing their experience on the Workvivo platform. This role involves leading IT calls, resolving queries, and contributing to product improvements, all while working in a hybrid environment.

Benefits

Comprehensive benefits program

Work-life balance support

Community engagement initiatives

Qualifications

• Experience in a similar or customer-facing role.
• Experience with SQL and writing SQL queries.
• Ability to resolve customer queries professionally.

Responsibilities

• Support customers by addressing queries and troubleshooting technical issues.
• Conduct IT calls with customers' technical teams.
• Identify issue trends and share insights with the Product team.

Skills

Customer service

SQL

Communication

Proactive approach

Job description

Help Desk Consultant, Workvivo

What you can expect

As a Help Desk Consultant at Workvivo, your role involves supporting customers by addressing queries and troubleshooting technical issues. You will build a resource repository 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 include conducting IT calls with customers' technical teams to configure Single Sign-On and User Provisioning, address queries, and identify issue trends.

About the Team

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.

What we’re looking for

• Experience in a similar or customer-facing role

• Experience with SQL and writing SQL queries

• Ability to resolve customer queries professionally and promptly

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

• Ability to lead IT calls with customers' technical teams for SSO & User Provisioning setup

• Excellent communication skills with empathy to drive issue resolution

• Support and guide customers on Workvivo features to deliver high value

• Proactive work approach, anticipating customer questions and building trust

Salary Range or On Target Earnings:

Minimum: $76,800.00

Maximum: $186,200.00

Zoom considers total direct compensation, including base salary, bonus, and equity.

Note: Starting pay depends on qualifications and experience, with location-based variations.

We offer at least 5 days to apply, with the potential closing date on 05/29/25.

Ways of Working

Our hybrid approach centers around offices and remote environments. The work style—Hybrid, Remote, or In-Person—is specified in the job posting.

Benefits

Our benefits program supports physical, mental, emotional, and financial health, work-life balance, and community engagement. Click Learn for more info.

About Us

Zoom helps people stay connected to work better together. We build the best enterprise collaboration tools, including Zoom Contact Center, Zoom Phone, Zoom Events, and more. We foster a fast-paced, solution-oriented environment with growth opportunities.

Our Commitment

We promote fair hiring practices and support candidates needing accommodations. If you require an accommodation during the interview process, please submit an Accommodations Request Form. We are committed to supporting you every step of the way.