Zoomies help the world connect — and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.
We’re problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment.
We are looking for a full-time Technical Support Manager in the Atlanta, GA area. The ideal Technical Support Manager is an experienced manager with a demonstrated ability to build teams in a growing company, is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Technical Support Manager is expected to be highly proficient in all areas related to our Zoom products and will be primarily assisting our Enterprise customers.
Ensure their direct reports are fully trained and able to perform their daily duties as assigned efficiently and effectively
Perform team management tasks including conducting employee reviews, handling employee feedback, and dividing the workload amongst members of the Technical Support team
Provide quality assurance for direct reports and their customer and engineering interactions to ensure the team is consistently Delivering Happiness to Zoom customers
Evaluate employee leave requests for direct reports and work to maintain a functional schedule for the Technical Support team, as well as maintain weekend and holiday shift schedules for direct reports
Interview potential Technical Support Engineer candidates and provide feedback to ensure future success within the team
Mentor and guide all direct reports and other Technical Support Engineers as necessary to ensure there are clear guidelines and expectations for learning opportunities and career advancement
Provide support to troubleshoot and resolve technical issues reported by external customers and other team members when cases are escalated
Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions
Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry
3+ years of managing Technical Support or Customer Service preferred
Minimum of 6 years total technical support experience
Experience building teams in a growing company is preferred
Ability to handle high volume of tickets, phone calls, and chats
Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience
Excellent communication (both oral, written, and interpersonal) and customer service skills are a must
Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members