Technical Support Specialist

hace 2 semanas

San José, San José, Costa Rica Zuora A tiempo completo
About the Role

Zuora is seeking a highly skilled Technical Support Specialist to join our Global Customer Support team.

As a Technical Support Specialist, you will be responsible for providing exceptional customer support to Zuora customers, ensuring they have a positive experience with our products and services.

You will work closely with our engineering and product management teams to advocate for the customer and drive improvements to product functionality.

A successful Technical Support Specialist will have a strong technical background, excellent communication skills, and a passion for delivering outstanding customer service.

  • Provide support via tickets, phone, and video calls to Zuora customers
  • Answer customer questions, file bugs, reproduce, troubleshoot, resolve, and escalate issues as necessary
  • Own and drive customer issues from start to finish
  • Become an expert on a given product domain from a business and technical standpoint
  • Actively participate in our online Zuora Community, learning about customer pain points, answering customer questions, and posting solution articles in your domain of expertise
  • Handle urgent escalation issues, ensuring we accurately prioritize based on severity and customer impact
  • Ensure an optimal level of customer services
  • Analyze, track, and promptly resolve customer issues to ensure the highest level of client satisfaction
  • Prioritize based on severity and customer impact
  • Handle sensitive escalation issues and conflicting/competing priorities
  • Maintain product knowledge of new functionality and compliance changes
  • Document solutions into KCS articles, leveraging both configuration, customization, and integration

Requirements

BA, BS, or MS in Computer Science, Engineering, or related; 7+ years of technical support experience; experience with complex Cloud systems SAAS architecture; explicit knowledge and understanding of REST API and SQL; experience with Kibana, Sumo, or other large scale log management and analytics services; experience as a developer or QA engineer in an agile development environment; experience with Zendesk or similar CRM; and a strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.

About Zuora

Zuora (NYSE: ZUO) is a subscription economy pioneer, providing the leading cloud-based subscription billing platform that enables any business to launch, manage, and monetize subscription services.

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