Technical Support Representative

Zoho is looking for a full-time Associate Support Representative for our fast-growing office in Austin, Texas to support customers’ technical issues, educate business owners of our suite of Front Office applications & features, and provide them the foundation to streamline their Sales & Marketing processes. We don’t believe in just selling a software and supporting it, we want our customers’ businesses to succeed. You will use your technical know-how and unparalleled customer service skills to help our customers set-up and customize Zoho’s applications to fit their business by answering technical-related questions via phone, live chat and email tickets.

Our team members are expected to learn the basics of the job quickly and to continue growing their knowledge of the industry as it matures. The right candidate will possess strong technical skills, the ability to communicate effectively via unsurpassed soft skills, and the creativity to administer solutions. As a team, our mission is to make ourselves available when our customers need us and to give them a path to success. We offer competitive pay and have a guided ramping period that has built in pay raises over the first 3 – 9 months.

Core Responsibilities:

• Provide outstanding phone, email, and chat based technical and account services support to our customers in a fast-paced environment.
• Provide extraordinary support to our ever-growing customer base with your unsurpassed customer service and problem solving capabilities
• Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
• Communicate with the management team and developers to improve product functionality and resolve issues
• Escalate unresolved issues as required while maintaining ownership of issues through resolution

Who You Are

• A work ethic that demonstrates dedication to the company, its mission, personal pride, and the team
• 12 months experience in a phone, email, web chat based technical support or customer consulting position in a fast paced environment preferred, but not required.
• Exceptional critical thinking and soft skills with experience in deescalating difficult customers
• Familiarity with HTML/CSS and an understanding of SaaS-based technologies preferred.
• A passion for WOWing customers and providing often unique solutions to best fit each customer’s situation
• Dedicated team player interested in growing and competing alongside some of the best tech support agents in the business, willingness to help others grow and seek help from peers to maximize potential
• Excellent written communication skills for documenting calls and platform issues as well as excellent verbal communication and the ability to deal with frustrated clients without taking it personal, and strong customer relationship skills

Job Type: Full-time

Salary: $35,000.00 to $45,000.00 /year

Job Location:

• Austin, TX

Required education:

• Bachelor’s