Cloud & Software Support Specialist Zones, Inc.
Dallas, TX

Job Description

As a rapidly growing global provider of IT solutions, we've expanded from Seattle to Sydney and beyond - with reach in over 80 countries around the world. Today's top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, and more - to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.

Position Overview

The ideal candidate will be a passionate advocate for Zones clients and understanding of what it means to be intensely client focused. This role will make sure that Zones clients are happy, engaged, and receiving maximum operational support each day. As a member of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Cloud and Software Support Specialist is primarily responsible for:

* Own and manage the customer service experience
* Act as the primary point of contact for customer escalations
* Be the champion for client success and experience across the company while balancing the realities of Zones' business needs
* Own overall operational account(s) health
* Internal reporting to ensure key metrics are being met
* Partner with the Regional Resource Coordinator to monitor client contracted SLA's
* Conduct operationally focused business reviews routinely with Account manager and Client
* Identify opportunities for operational account development
* Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards
* Listen for customer pain points and coordinate the appropriate resources to alleviate


* Manage issue resolution and risk mitigation
* Provide quick resolution to client concerns
* Coordinate with internal operational teams to minimize risks
* Performance Management
* Measure the success of each client-facing process
* Ensure support consistency across assigned accounts
* Measure performance against SLAs
* Measure the success of each client-facing process

We are seeking candidates with the following experience and skills

EDUCATION/CERTIFICATION: Bachelor's degree preferred

REQUIRED EXPERIENCE:

* 3 years of customer service and/or account management
* Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion
* Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines
* Excellent verbal and written communication skills
* Experience presenting to top tier clients
* Ability to work with little or no supervision

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!