Technical Support Engineer

Role Overview

As a member of the Tier 2 Technical Support Team in Cork, Ireland, you will specialize in supporting Enterprise customers using Zoom products. Your key focus will be on developing and sustaining strategic partnerships that guarantee customer success and satisfaction.

About the Team

The Technical Support Engineering group is vital for providing outstanding customer experiences with Zoom. This team builds strong relationships, swiftly resolves technical issues, and delivers expert technical assistance. You will contribute by offering valuable resources to customers, managing internal processes efficiently, and collaborating across departments to uphold exceptional standards.

Responsibilities

• Promptly manage multiple incoming cases and take ownership of case resolution within Tier 2 support domains.
• Ensure timely problem solving to provide excellent customer service and meet defined goals.
• Maintain proactive and consistent communication with clients, prioritizing urgent concerns.
• Keep up-to-date knowledge of Zoom’s products, features, troubleshooting protocols, and best practices.
• Be flexible regarding after-hours or on-call responsibilities as required.
• Develop and update internal and external documentation and training materials.

Qualifications

• Possess certifications such as CCNA, Network+, SSCA SIP, or equivalent relevant experience.
• Substantial expertise (5 to 7 years) in technical support within the Contact Center as a Service (CCaaS) or VoIP domains.
• Demonstrated ability to handle a high volume of complex support cases across calls and chats in a dynamic environment.
• Quickly assimilate technical and platform information and apply it effectively.
• Strong customer orientation accompanied by excellent communication and interpersonal skills.
• Confidence and initiative in liaising with customer contacts to resolve issues.
• Good understanding of network infrastructure components such as firewalls, switches, and troubleshooting tools.

Compensation and Benefits

This position offers a salary range between €47,800 and €76,500 per annum. The work structure is hybrid, requiring presence in the Cork office three days per week. The benefits package emphasizes holistic wellness, including physical, mental, emotional, and financial support, alongside promoting work-life balance and community engagement.

Company Background

Zoom is a leader in communication technology offering a suite of products including Zoom Contact Center, Zoom Phone, and Zoom Webinars. The organization fosters a fast-paced, problem-solving culture with ample growth opportunities in a collaborative environment.

Diversity and Inclusion Commitment

Zoom is dedicated to equitable hiring, focusing on candidates’ skills and experience. Accommodations are available throughout the hiring process for candidates with disabilities. Interview experiences are standardized and supported by recorded tools to ensure fairness.