Integrations Support Specialist II

ZoomInfo•Bethesda, MD

34d•$63,200 - $86,900

About The Position

ZoomInfo is looking for an experienced, results-oriented Integration Support Specialist 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.

Requirements

Bachelor's degree preferred and/or 2-3 years of equivalent work experience in SaaS organization
Proven ability to multi-task and successfully manage multiple priorities simultaneously
Must have a strong attention to detail and be a self-directed problem solver
Ability to adapt and pivot in a fast paced, ever-changing environment
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
Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner-level users to developers
Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
A desire and aptitude to learn and understand technical infrastructure
A positive attitude

Nice To Haves

Technical CRM, MAT, or Sales Acceleration platform experience; Certification with Salesforce, Marketo, HubSpot, Eloqua and/or Microsoft Dynamics is a strong plus
Experience with SOQL (Salesforce), and troubleshooting Salesforce Managed Packages
Familiarity with troubleshooting or interacting with API's
Prior experience using DataDog, Jira, and Snowflake
Prior experience with video conferencing applications

Responsibilities

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 and its integrations.
Effectively triage and manage escalations to engineering teams for issues that can't be resolved
Document best practices and other useful information to better enable our customers through our online support tools
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
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