Customer Solutions Analyst II

About the Role:

ZoomInfo is looking for an experienced, results-oriented Customer Solutions Analyst II who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals, and will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.  

Shift details: PST Time Zone

Work Mode : Hybrid - 3 days Work from Office and 2 days Work from Home 

What You’ll Do :

• Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services


• Provide day-to-day support for our growing customer base, including both incident management and providing workflow recommendations to ensure customers can get the most out of our platform 


• Effectively triage and manage escalations to engineering teams for issues that can’t be resolved by Customer Solutions 


• Document best practices and other useful information to better enable our customers through our online support tools


• Learn third-party products and their integrations to educate and guide customers on usage and product adoption


• Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal


• Other related duties as assigned

What You Bring In:

• Bachelor’s degree preferred 


• 3 to 5 years of work experience in Product Support, Customer Support, or Technical Support role in B2B SaaS companies


• Excellent written and oral communication skills; readily adjusts communication style and approach based on the audience. Must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers 


• Proven ability to multi-task and successfully manage multiple priorities simultaneously; strong organizational skills


• Highly adaptable and can readily pivot in a fast paced, ever-changing environment, with a desire and aptitude to learn


• Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious


• A strong sense of urgency


• Ability to empower end-users to support themselves using our online training resources


• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation; demonstrates a high level of resourcefulness when investigating issues and is self-driven to research and identify solutions for customers


• Must have a strong attention to detail


• A positive attitude