Software Application Support Specialist

This position is available in multiple locations:

McAllen, TX

New Braunfels, TX

Start date

October 1, 2023

Description

Zoho builds cloud-based business software for a wide array of industries and purposes. We are currently expanding our support operations for one specific application, Zoho CRM, and we are seeking technology enthusiasts to join our inbound phone and email support team. Our team is comprised of people from various professional backgrounds, with our most successful team members having prior experience using, configuring, and troubleshooting modern business software.

Skills

• You are comfortable learning complex topics with minimal direction.
• Preferred: You are familiar with standard business applications and terminology (CRM, Help Desk, Email Analytics, Website Tracking, Project Management, IMAP/POP, Multi-factor Authentication).
• Preferred: You can explain what an API is and talk about different ways that applications "speak" to each other
• Preferred: You are comfortable reading and contributing to knowledge base articles.
• Preferred: You have professional experience providing technical support for SaaS environments via phone, email, chat, and remote desktop.
• You use excellent written and verbal communication skills to assist customers through complicated scenarios.
• You comfortably navigate a variety of emotions from customers. You respectfully de-escalate a frustrated customer.
• You understand why different businesses use software and enjoy exploring new technologies.

Responsibilities

• Learn multiple software products. The better you know the software, the better you can support our customers.
• Work collaboratively with peers, other support teams, developers, and product managers to provide world class support to our customers.
• Communicate with companies of all sizes. Speak with IT Administrators, Sales Managers, and small business owners. Articulate how the Zoho suite of products best fits their organization.
• Our top performers don’t let their job title or assigned responsibilities restrict their contribution to the company. Responsibilities include but are not restricted to:
• Confidently share ideas and build solutions for process improvement while understanding that change takes time - Zoho believes in The Long Game

Compensation/Benefits

Permanent employees are offered competitive pay (starting at 45k-55k annually) and a full suite of benefits, including medical, dental, and vision insurance as well as a company-sponsored 401k.

What you should know about Zoho before applying

Zoho is and will always be a privately held company because we prefer to focus on customers and employees rather than shareholders. That means prospective employees should not join Zoho in pursuit of a large, lump-sum payout or lavish stock options.

Zoho does not aspire to the "cool tech-company" image, preferring instead to embrace a more down-to-earth company culture. If a flashy campus or downtown office is important to you, you’ll likely be disappointed.

Our ideal candidate is looking to build a long-term career at Zoho. In exchange, we clear space for people to grow and progress within our organization, offering the freedom to explore new passions and expand areas of responsibility and ownership. Candidates who are looking for a short-term gig are discouraged from applying.

Zoho is a low-ego company. We care very little about job titles and status, preferring instead to reward employees of all levels for their flexibility, values, and creative ambition. Candidates who are highly invested in hierarchy tend to struggle with Zoho's flat organizational culture.

Zoho rewards independent self-starters who can learn on the job. Rather than structuring work around daily feedback or tightly managed performance metrics, we prefer to give employees a high degree of freedom, but in exchange, they must be motivated to actively drive their own success. We do not micromanage, but we don't hand hold either.

The most successful Zoho team members are:

• Authentic, humble, and collaborative
• At ease in a diverse, multicultural workplace
• Comfortable with ambiguity and complexity
• Flexible and patient, with an "all hands on deck" attitude
• Comfortable giving and receiving constructive feedback for the benefit of the team
• Quick on their feet

Zoho Corp. is an equal opportunity employer and is committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law.

Successful applicants undergo a standard background check and demonstrate eligibility to work in the United States.

This is an in-office position with the possibility of remote work.

Job Type: Full-time

Benefits:

• Flexible spending account
• Paid time off
• Health insurance
• 401(k) matching
• Health savings account
• Vision insurance
• Parental leave
• Life insurance
• Dental insurance
• 401(k)

Schedule:

• Day shift
• Monday to Friday
• 8 hour shift

Ability to commute/relocate:

• McAllen, TX 78501: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person