Zoom Video Communications, Inc. is an American communications technology company headquartered in San Jose, California. It provides videotelephony and online chat services through a cloud-based peer-to-peer software platform and is used for teleconferencing, telecommuting, distance education, and social relations
As an escalation point, you will work closely with the Support, Product, Platform, Engineering, and Technical Operations teams as escalation engineer for support teams to identify problems, hypothesize on root cause, test issues, manage the bugs ticket queue, and whatever is required to resolve issues rapidly and get our customers back on track.
The role requires that you can easily transition between speaking with Engineering, Developers and customers (both technically skilled and novices).
You are smart, resourceful, and a team player excited to solve problems, advocate for customers, and amplify ZOOM’s core values. Above all, you like to relentlessly pursue customer delight!
Monitor and manage service quality
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Collect information and document bugs with Engineering for product issues that are impacting customers.
Build process or troubleshooting documentation in the support knowledge base.
Deliver against customer experience and efficiency targets.
Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues.
Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.