Technical Support Engineer

Job Description

Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us at Zoom! We are looking for a full-time Technical Support Engineer in our Amsterdam, Netherlands office. The ideal Technical Support Engineer 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 Engineer is expected to be highly proficient in all areas related to our Zoom products. MUST speak fluent German; no exceptions.

Responsibilities:

• Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels.
• 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.

Requirements:

• Must be authorized to work for any employer in Amsterdam, Netherlands.
• Must speak English and one other major European language FLUENTLY (preferably Spanish)
• Minimum 2+ years of at least Tier II level Technical Support and Customer Service experience.
• 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.​

Other Areas of Interest:

• Experience with H.323 and SIP protocols from a hardware and network standpoint.
• Experience and knowledge of PBX systems are highly desirable
• Network experience (CCNA certification or equivalent).
• Administration of Exchange, Office 365, or Google Apps email and calendaring tools.
• Active Directory federation and Single-Sign-On administration.
• Experience managing a virtualized infrastructure.
• Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.
• Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.

Zoom Video Communications Company Culture Highlights: • Winner of Comparably's Award for Best Company Work-Life Balance 2019 • Winner of Comparably's Award for Best Company Compensation 2019 • Winner of Comparably's Award for Best Company Happiness 2019 • Winner of Comparably's Award for Best Company Perks & Benefits 2019 • 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. Check us out on Comparably: https://www.comparably.com/companies/zoom-video-communications Get an inside look of the Amsterdam office & culture here: https://youtu.be/2Tu9BtIORYI Check us out with a free download: zoom.us/download Zoom Video Communications is an equal opportunity employer and evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. Our combined differences are what make us Zoom! Apply for this job