Technical Support Engineer – Work From Home in Kansas

Job Type: Technical Support Engineer from home
Location: Kansas works from home
Company: Zoom

DESCRIPTION:

Zoomies enable individuals to remain connected so that they can accomplish more together. We set out to create the greatest video solution for businesses, and now we help people connect more effectively with products such as Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We are problem-solvers who build solutions quickly with our customers and users in mind. Here, you will collaborate across teams to deliver meaningful initiatives that are altering how people interact, and you will have possibilities to build your career in a diverse, inclusive environment.

RESPONSIBILITIES:

• Provide help via phone, chat, and ticket channels to troubleshoot and fix technical issues reported by customers and other team members.
• Identify defects, test, recreate, report, collaborate with escalation engineers to assist develop a repair, and test/verify versions of the fix.
• Offer suggestions and aid in the development of documentation and training materials for external and internal Support Center content.
• Maintain positive, clear, and timely communication for all situations, including follow-ups with customers, team members, and engineers.
• Maintain a thorough understanding of all of Zoom’s products, offerings, and integrations, as well as those of software and hardware competitors and industry partners.

REQUIREMENTS:

• Minimum of three to five years of experience in Tier II Technical Support and Customer Service
• Bachelor’s degree in Computer or Electronic and Communication Engineering, or a similar combination of education and experience, is desired.
• Knowledge of room-based videoconferencing, VoIP, and SIP/H323 protocol.
• Experience with firewalls and networks
• Excellent functional understanding of Microsoft Office 365, Microsoft Exchange, Azure AD, and SSO.
• Experience with Microsoft Teams, Microsoft Teams Live Event, and other meeting technologies is highly desirable.
• Excellent oral, writing, and interpersonal communication as well as customer service and problem-solving skills are required.
• At Zoom, true teamwork is mandatory.