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Zoho - Austin, TX
posted 3 days ago
About the position
Zoho builds cloud-based business software for a wide array of industries and purposes. We are currently expanding our enterprise support operations, and are seeking technology enthusiasts to join our inbound phone and email support team. Our team is comprised of people from various professional backgrounds, with our most successful team members having prior experience using, configuring, and troubleshooting modern business software. Zoho is seeking experienced technical support engineers to provide premium support to our top-tier enterprise customers. You'll troubleshoot complex issues, deliver proactive support, and work closely with clients to ensure they maximize the value of Zoho's products. You will be the trusted advisor, helping key accounts maximize their investment in the Zoho ecosystem.
Responsibilities
- Offer timely, professional technical assistance via email, phone, and live sessions.
- Provide timely and professional technical assistance to enterprise customers through email, phone, and live sessions, addressing complex issues spanning multiple Zoho products.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- Deepen product knowledge to troubleshoot issues related to Zoho's applications, integrations, and APIs.
- Continuously update your knowledge of Zoho's extensive product suite to effectively communicate new and advanced features to customers.
- Represent the customer by sharing feedback and feature requests with product teams.
- Maintain knowledge base articles and documentation for customer self-service.
Requirements
- 4+ years in technical support or customer success, preferably in SaaS or cloud-based software.
- Strong technical understanding of business applications (CRM, Help Desk, Analytics, ERP, etc.) and the ability to present their value to enterprise clients, as well as interpret disparate use cases that organizations may have in adopting these technologies.
- Expertise in troubleshooting complex technical issues, integrations, and APIs.
- Excellent communication skills for explaining technical concepts to non-technical users.
- Experience managing multiple stakeholders and prioritizing in a fast-paced environment.
- Willingness to travel (~20%) for customer engagement.
Nice-to-haves
- Experience with CRM, low-code platforms, and coding: scripting, Python, NodeJS, JavaScript.
- Exposure to Zoho products or similar B2B SaaS ecosystems (Salesforce, Microsoft, Oracle, etc.).
Benefits
- Competitive salary based on experience.
- Full benefits package, including medical, dental, vision, and employer-matching 401k.
- This position is available at our Austin, TX or New Braunfels, TX office. Please note this is an in-office position, not remote or hybrid.
