Zoom Video Communications, Inc. Looking for Technical Support Engineer at Remote

Zoom Video Communications, Inc.; United States; Remote; USD 55,000 - 95,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you'll play a crucial role in enhancing customer experiences with cutting-edge video communication solutions. This exciting opportunity allows you to leverage your technical expertise while collaborating with diverse teams to solve complex problems and deliver impactful projects. You'll be part of a dynamic environment that values innovation and inclusivity, ensuring that your contributions directly influence the way people connect and communicate. If you're passionate about technology and customer service, this role is perfect for you!

Benefits

Health Insurance

Flexible Working Hours

Work-Life Balance Support

Employee Wellness Programs

Professional Development Opportunities

Qualifications

• 3+ years of Tier II Technical Support and Customer Service experience required.
• Bachelor's degree in Computer or Electronic Engineering preferred.

Responsibilities

• Troubleshoot and resolve technical issues reported by customers.
• Maintain clear communication for all cases in a timely manner.

Skills

Technical Support

Customer Service

Troubleshooting

Communication Skills

Networking Knowledge

Microsoft Office 365

Videoconferencing Experience

VoIP and SIP/H323 Protocol

Education

Bachelor’s Degree in Computer Engineering

Equivalent Degree/Experience

Tools

Microsoft Exchange

Azure AD

SSO

Microsoft Teams

Job description

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Technical Support Engineer, India

We are looking for a full-time Technical Support Engineer in India. The ideal Technical Support Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Technical Support Engineer is expected to be highly proficient in all areas related to our Zoom products. This role supports the APAC Market.

Responsibilities:

1. Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels.
2. Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions.
3. Provide ideas and assist with creation of documentation and training material for external and internal Support Center content.
4. Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers.
5. 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.

Requirements:

1. Minimum 3+ years of at least Tier II level Technical Support and Customer Service experience.
2. Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.
3. Experience with room-based videoconferencing, VoIP and SIP/H323 protocol.
4. Knowledge in firewall and networking.
5. Good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.
6. Experience with Microsoft Teams, Microsoft Teams Live Event, and other meeting solutions is a plus.
7. Excellent communication (both oral, written, and interpersonal) and customer service skills as well as troubleshooting skills are a must.
8. Being a true team player is a must at Zoom.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone’s perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at [e-mail].

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. 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.

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