Zoom helps businesses and organizations bring their teams together with a unified platform for video/audio conferencing, collaboration, chat, and webinars across all devices.
Zoom (zoom.us) is the world leader in video communications. Over 450,000 businesses turn to Zoom for video and web collaboration, and we have the highest customer satisfaction in our industry. In all measures - revenues, team, customers - Zoom is growing at an explosive pace. With our recent funding of $100M from Sequoia, we are expanding teams across our organization. Now is the time to get on board at Zoom. It's an awesome place to work, and we're looking for the best people to join us.
We are looking for a full-time Technical Support Engineer in our Sydney, Australia office. 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.
Lead a team of dedicated Technical Support Engineers
Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels.
Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions.
Provide ideas and assist with creation of documentation and training material for external and internal Support Center content.
Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers.
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.
2+ years of Technical Support or Customer Service preferred.
Ability to handle high volume of tickets, phone calls, and chats.
Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.
OTHER AREAS OF INTEREST
Experience with H.323 and SIP protocols from a hardware and network standpoint.
Network experience (CCNA certification or equivalent).
Administration of Exchange, Office 365, or Google Apps email and calendaring tools.
Active Directory federation and Single-Sign-On administration.
Experience managing a virtualized infrastructure.
Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.
Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.