Zoom is an award-winning workplace. We have been recognized by Comparably as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Not to mention we've been awarded by Glassdoor as the 2nd Best US workplace & Best Large Company US CEO in 2018, Wealthfront, and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers.
Currently, we are looking for a Zoom Phone Solutions Engineer - to take care of our Majors customers. The ideal Zoom Phone SE is passionate about our Cloud Meeting vision and can act as a customer's trusted advisor, technical consultant, and will have exceptional experience in PBX/telephony systems. This individual will work with enterprise-level customers to help create the customer's true UCaaS platform combining Zoom Video and Zoom Phone.
Responsibilities:
Has a background in the Enterprise field in a technical / networking capacity with an emphasis on troubleshooting, support, and customer service.
The applicant must have a deep understanding of many facets of Unified Communication that are at play in a Enterprise communications environments
Multiple years of experience in the unified communications industry or the applicable equivalent
The ability to Diagnose and troubleshoot all Zoom Phone issues and assist customers in maintaining a stable, integrated, true UC platform
To Provide high-level technical support to all Zoom Phone customers
Troubleshoots and reproduces customer technical issues to resolution and/or escalate
Applies expert knowledge of Zoom Communication services and phone technology
Responsible for training customer administration of Zoom Phone platform
Ability to answer complex technical questions in a clear, concise, and understandable manner
Must have the ability to understand a customer's network and relevant infrastructure quickly and pinpoint integration possibilities
Responds promptly to escalations while keeping detailed case notes
Manage escalated issues and collaborate with other internal departments to expedite resolution
Help develop and maintain customer-facing and internal help articles
Perform lab testing, work with Architecture team
Presales Engineering of VOIP solutions
Provide subject expertise as required
Requirements:
Knowledge of Zoom communication stack
Bachelor's degree in a related field preferred
7+ years experience in a customer-focused sales/engineering role
Strong technical and interpersonal troubleshooting skills, perseverance and patience
Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs
Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.
Networking, IT, or a telecommunications certification is a plus
Experience supporting telecommunications, networking or Software-as-a-Service products
Ability to work efficiently in a highly demanding team-oriented and fast-paced environment
Ability to communicate and empathize with all levels of customers - executives, end users, developers
Self-motivated with the ability to dive right in, be effective and make a difference
Experience working with multiple departments and managing multiple tasks concurrently
Influencing from the Pre-Sales capacity the addition of new customers while retaining and expanding our footprint within our existing customers
Contributing to the sales team and overall organization while exceeding quota and expectations.
• Sales Department is ranked in the top 5% of companies for Diversity on Comparably.
• Zoom Video Communications is ranked in the top 5% of companies for Professional Development on Comparably.
• Zoom Video Communications is ranked in the top 5% of companies for Overall Culture on Comparably.
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Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom's values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.
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.
All your information will be kept confidential according to EEO guidelines.
Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.
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