Glynn Capital
Glynn Capital
60
companies
2,550
Jobs

Customer Technical Consultant - Ireland - Workvivo

Zoom

Zoom

IT, Customer Service
Remote
Posted on Thursday, September 28, 2023

Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work. We are committed to our customers, obsessed with improving employees’ working lives, and driven by results. From automotive, technology, manufacturing, logistics, finance, and everything in between, we roll out the Workvivo platform to diverse organizations across the globe to enhance their employee experience.


Workvivo is part of Zoom, an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation.

About the team
The COPs team - Customer Operations is our technical support team at Workvivo.
We support our customers at all stages of their journey with Workvivo from onboarding and all the way through the Customer’s life cycle with Workvivo. We also support the wider Workvivo Customer Experience team.

Focus of the team
When a customer partners with us, we want them to be energized by our platform and our team. We want Workvivo to be known for its incredible Customer Experience at every touchpoint. We are a totally customer centric company. We strive to go above and beyond to help customers and provide them with an incredible experience every time and our top class Customer Experience team is central to this.

As a Technical Consultant at Workvivo, you will be directly responsible for supporting our customers with queries, troubleshooting issues, leading technical calls to configure Single Sign On & User Provisioning and building out a repository of helpful resources. You will build an extensive knowledge of the Workvivo platform and will also act as Voice of the Customer by sharing insights with our Product team.

This is a hybrid role based in Ireland.

Responsibilities

  • Lead IT calls with our Customers’ technical teams to set-up and configure Single Sign On & User Provisioning

  • Be the technical point of contact for our Customers

  • Effectively resolve customer queries in a professional and timely manner

  • Identify trends in customer issues and communicate with the wider team

  • Empathize with every aspect of the Customer journey, putting customers’ needs first

  • Troubleshoot issues, reproducing defects and documenting bugs for our engineering teams

  • Effectively communicate with customers and colleagues and resolve issues through email, chat or Zoom

  • Triage incoming requests to the relevant teams

  • Provide support & guidance to Customers on Workvivo features and capabilities so that they can realize high value

  • Challenge the status quo and share innovative ideas to increase customer satisfaction and adoption

  • Proactively help others where needed

  • Build relationships with our customers and team members

The ideal candidate will have:

  • Experience in a similar role or customer-facing role

  • Appetite for a fast-paced environment

  • Drive, ambition and a great positive attitude

  • Technical aptitude or familiarity with software concepts, web based technologies and or mobile apps

  • Has an understanding of SQL and experience in writing SQL queries.

  • Excellent customer service skills with a genuine passion for outstanding customer experiences

  • Excellent communication skills over email and Zoom

  • Passion for problem-solving - you will troubleshoot issues to remove any barriers for our customers

  • Ability to clearly communicate technical problems to non-technical people

  • Ability to produce well-structured and clear customer facing documentation and reports

  • Ability to adapt as priorities and customer needs change

  • Be team-player who can also work independently.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

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