📍 Job Overview

Job Title: Customer Support Associate
Company: Zoom
Location: Cork, Ireland
Job Type: Full-Time, Hybrid
Category: Customer Support
Date Posted: June 13, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: On-site (Hybrid)

🚀 Role Summary

Provide exceptional customer support and troubleshooting for Workvivo customers, ensuring high user satisfaction and product success.
Collaborate with the infrastructure team to identify, report, and resolve platform issues, contributing to a seamless customer experience.
Build and maintain a repository of valuable resources, acting as the Voice of the Customer and driving product improvement.
Engage with customers, build relationships, and encourage product usage, consistently implementing strategies with a commitment to excellence.

📝 Enhancement Note: This role requires a strong customer focus, technical aptitude, and the ability to work effectively across teams to ensure customer success and platform reliability.

💻 Primary Responsibilities

Customer Support & Troubleshooting: Support Workvivo customers with queries and troubleshooting, providing professional and timely assistance.
Resource Management: Build and maintain a repository of valuable resources, ensuring customers have access to helpful information for product success.
Platform Knowledge: Develop an extensive knowledge of the Workvivo platform, acting as a go-to resource for customers and internal teams.
Issue Resolution: Collaborate with the infrastructure team to report and resolve platform issues, ensuring a smooth customer experience.
Customer Engagement: Engage with customers, build relationships, and encourage product usage, driving high-value customer interactions.
Internal Collaboration: Manage internal procedures and work across departments effectively, ensuring smooth communication and issue resolution.

📝 Enhancement Note: This role requires strong problem-solving skills, adaptability, and the ability to manage multiple priorities in a dynamic environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Proven experience in a customer-facing support role, with a strong technical aptitude and familiarity with software concepts.

Required Skills:

Proven experience in customer support and troubleshooting via a ticketing system.
Proficiency in SQL and experience writing SQL queries.
Strong technical aptitude and familiarity with web-based technologies.
Exceptional written and verbal communication skills for customer support.
Ability to resolve customer queries professionally and in a timely manner.
Experience in identifying trends in customer issues and sharing knowledge with the team.
Proactive approach to anticipating customer questions and building trust.

Preferred Skills:

Experience with Workvivo or similar collaboration platforms.
Familiarity with CRM systems and customer support software.
Knowledge of Agile methodologies and customer success best practices.

📝 Enhancement Note: Candidates with experience in a similar role, strong technical skills, and a proven track record of customer success will be highly competitive for this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing your customer support experience, highlighting successful issue resolution, customer engagement, and process improvement.
Examples of customer feedback and testimonials demonstrating your impact on customer satisfaction.
Documentation of your experience with SQL, including queries you've written and any data analysis projects you've completed.

Technical Documentation:

A list of common customer issues and troubleshooting steps you've developed to address them.
Documentation of your experience with ticketing systems, including any process improvements you've implemented.
Examples of your collaboration with internal teams, such as engineering or product, to resolve customer issues.

📝 Enhancement Note: A well-structured portfolio demonstrating your customer support experience, technical skills, and ability to drive customer success will be essential for this role.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (based on market research for customer support roles in Cork, Ireland)

Benefits:

Comprehensive health, dental, and vision insurance.
Retirement savings plan with company matching.
Generous time off, including vacation, sick leave, and holidays.
Employee assistance program for mental health and wellness.
Professional development opportunities, including training and certifications.
Employee discounts on Zoom products and services.

Working Hours: Full-time, Monday - Friday, 9:00 AM - 5:00 PM (with a one-hour lunch break) with flexibility for occasional evening or weekend work to support customer needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research for customer support roles in Cork, Ireland, and may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Zoom is a leading provider of video conferencing and collaboration software, with a strong focus on customer success and user experience.

Company Size: Medium (7,500+ employees worldwide)

Founded: 2011

Team Structure:

The Customer Support team at Zoom is part of the larger Customer Success organization, working closely with Sales, Product, and Engineering teams to ensure customer satisfaction and product improvement.
The team consists of Customer Support Associates, Team Leads, and Managers, with a flat hierarchy that encourages collaboration and cross-functional communication.

Development Methodology:

Zoom follows Agile methodologies, with a focus on continuous improvement, customer feedback, and iterative development.
The Customer Support team works closely with the Product team to gather customer insights, identify trends, and drive product enhancements.

Company Website: Zoom

📝 Enhancement Note: Zoom's customer-centric culture, focus on user experience, and commitment to continuous improvement make it an attractive employer for customer support professionals seeking to grow their careers in a dynamic environment.

📈 Career & Growth Analysis

Customer Support Associate Role: This role is an entry to mid-level position within the Customer Success organization, focusing on customer support, troubleshooting, and resource management. The ideal candidate will have 2-5 years of experience in a similar role, with a strong technical aptitude and proven customer success track record.

Reporting Structure: The Customer Support Associate will report directly to the Customer Support Team Lead, who is responsible for day-to-day management, mentoring, and career development. The team works closely with the Customer Success Manager, who focuses on strategic customer relationships and account management.

Technical Impact: The Customer Support Associate will have a direct impact on customer satisfaction, platform reliability, and product improvement by identifying trends, resolving issues, and providing valuable customer insights to the Product team.

Growth Opportunities:

Promotion to Senior Customer Support Associate: After 1-2 years of exceptional performance, Customer Support Associates may be promoted to a Senior role, with increased responsibilities, mentoring opportunities, and a focus on process improvement and team leadership.
Transition to Customer Success Management: With relevant experience and a strong track record of customer success, Customer Support Associates may transition into a Customer Success Manager role, focusing on strategic customer relationships and account management.
Career Path in Customer Success or Technical Support: Customer Support Associates may also choose to pursue a career path in Customer Success or Technical Support, with opportunities for specialization, leadership, and management roles within the organization.

📝 Enhancement Note: Zoom's structured career growth opportunities, focus on customer success, and commitment to employee development make it an attractive employer for customer support professionals seeking to advance their careers in a dynamic and supportive environment.

🌐 Work Environment

Office Type: Hybrid - a combination of on-site and remote work, with a focus on collaboration, communication, and flexibility.

Office Location(s): Zoom's Cork office is located in the Cork City Centre, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaborative Workspace: The Cork office features open-plan workspaces, designed to encourage collaboration, communication, and teamwork among employees.
Modern Technology: Employees have access to modern technology, including high-speed internet, multiple monitors, and testing devices, to support their work and ensure a seamless customer experience.
Cross-Functional Interaction: The Customer Support team works closely with other departments, such as Sales, Product, and Engineering, to ensure smooth communication and issue resolution.

Work Schedule: Full-time, Monday - Friday, 9:00 AM - 5:00 PM (with a one-hour lunch break) with flexibility for occasional evening or weekend work to support customer needs.

📝 Enhancement Note: Zoom's hybrid work environment, focus on collaboration, and commitment to employee well-being make it an attractive employer for customer support professionals seeking a balanced and supportive work environment.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen (30 minutes): A brief phone call to discuss your customer support experience, technical aptitude, and fit for the role.
Technical Assessment (60 minutes): A hands-on assessment of your SQL skills, customer support experience, and problem-solving abilities.
Behavioral Interview (60 minutes): A structured interview focusing on your customer support experience, communication skills, and cultural fit with Zoom.
Final Interview (60 minutes): A conversation with the hiring manager to discuss your career goals, expectations, and fit for the role.

Portfolio Review Tips:

Highlight your customer support experience, including successful issue resolution, customer engagement, and process improvement.
Include examples of your SQL experience, with a focus on data analysis, query writing, and problem-solving.
Demonstrate your ability to work effectively across teams, with a focus on collaboration, communication, and issue resolution.

Technical Challenge Preparation:

Brush up on your SQL skills, with a focus on query writing, data analysis, and problem-solving.
Familiarize yourself with Zoom's products and services, with a focus on Workvivo and any relevant customer support resources.
Prepare for behavioral interview questions, focusing on your customer support experience, communication skills, and problem-solving abilities.

ATS Keywords: Customer Support, Troubleshooting, SQL, Technical Aptitude, Communication, Empathy, Problem Solving, Collaboration, Resource Management, Customer Engagement, Ticketing Systems, Trend Identification, Proactivity, Knowledge Sharing, Product Usage, Relationship Building, Agile Methodologies, Customer Success, Customer Experience, Customer Satisfaction, Issue Resolution, Platform Reliability, Product Improvement.

📝 Enhancement Note: Zoom's structured interview process, focus on customer support experience, and commitment to employee development make it an attractive employer for customer support professionals seeking to advance their careers in a dynamic and supportive environment.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Ticketing System: Zoom uses a ticketing system to manage customer support requests, track issue resolution, and ensure customer satisfaction.
CRM System: Zoom's CRM system helps manage customer interactions, track customer feedback, and drive product improvement.
SQL Database: Zoom's customer support team uses SQL to analyze customer data, identify trends, and drive data-informed decision-making.

Collaboration Tools:

Zoom Platform: Zoom's video conferencing and collaboration tools enable seamless communication, collaboration, and issue resolution among customers, employees, and internal teams.
Slack: Zoom uses Slack for internal communication, collaboration, and issue resolution among employees and teams.

📝 Enhancement Note: Zoom's customer support tools, collaboration platforms, and data analysis capabilities enable customer support professionals to drive customer success, platform reliability, and product improvement in a dynamic and supportive environment.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Zoom's customer support team is committed to providing exceptional customer service, ensuring high user satisfaction, and driving customer success.
Technical Expertise: Zoom's customer support team is dedicated to developing and maintaining a deep understanding of the Workvivo platform, web-based technologies, and customer support best practices.
Collaboration: Zoom's customer support team works closely with internal teams, such as Product, Engineering, and Sales, to ensure smooth communication, issue resolution, and customer success.
Continuous Improvement: Zoom's customer support team is committed to continuous learning, process improvement, and driving customer success through data-informed decision-making.

Collaboration Style:

Cross-Functional Integration: Zoom's customer support team works closely with other departments, such as Sales, Product, and Engineering, to ensure smooth communication, issue resolution, and customer success.
Code Review Culture: Zoom's customer support team follows a code review culture, with a focus on knowledge sharing, peer programming, and continuous learning.
Knowledge Sharing: Zoom's customer support team encourages knowledge sharing, technical mentoring, and continuous learning, with a focus on driving customer success and platform reliability.

📝 Enhancement Note: Zoom's customer-centric culture, focus on technical expertise, and commitment to collaboration and continuous improvement make it an attractive employer for customer support professionals seeking to grow their careers in a dynamic and supportive environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support Trends: Identify trends in customer issues and drive data-informed decision-making to improve customer support processes and product improvement.
Platform Reliability: Collaborate with the infrastructure team to ensure platform reliability, issue resolution, and customer satisfaction.
Customer Engagement: Engage with customers, build relationships, and drive high-value customer interactions, with a focus on product usage, customer success, and customer satisfaction.
Process Improvement: Identify opportunities for process improvement, drive data-informed decision-making, and ensure customer support excellence.

Learning & Development Opportunities:

Customer Support Training: Zoom offers customer support training and development opportunities, with a focus on technical skills, customer engagement, and process improvement.
Conferences & Certifications: Zoom encourages employees to attend industry conferences, obtain relevant certifications, and pursue continuous learning and professional development.
Mentorship & Leadership: Zoom offers mentorship and leadership opportunities, with a focus on career growth, technical expertise, and customer support excellence.

📝 Enhancement Note: Zoom's structured learning and development opportunities, focus on customer support excellence, and commitment to employee growth make it an attractive employer for customer support professionals seeking to advance their careers in a dynamic and supportive environment.

💡 Interview Preparation

Technical Questions:

SQL Queries: Prepare for SQL queries, with a focus on data analysis, query writing, and problem-solving.
Customer Support Scenarios: Prepare for customer support scenarios, with a focus on issue resolution, customer engagement, and process improvement.
Behavioral Interview Questions: Prepare for behavioral interview questions, focusing on your customer support experience, communication skills, and problem-solving abilities.

Company & Culture Questions:

Zoom's Customer Support Culture: Research Zoom's customer support culture, with a focus on customer focus, technical expertise, collaboration, and continuous improvement.
Zoom's Products & Services: Familiarize yourself with Zoom's products and services, with a focus on Workvivo and any relevant customer support resources.
Customer Success Metrics: Prepare for questions about customer success metrics, with a focus on customer satisfaction, platform reliability, and product improvement.

Portfolio Presentation Strategy:

Customer Support Experience: Highlight your customer support experience, including successful issue resolution, customer engagement, and process improvement.
SQL Experience: Demonstrate your SQL experience, with a focus on data analysis, query writing, and problem-solving.
Collaboration & Communication: Showcase your ability to work effectively across teams, with a focus on collaboration, communication, and issue resolution.

📝 Enhancement Note: Zoom's structured interview process, focus on customer support experience, and commitment to employee development make it an attractive employer for customer support professionals seeking to advance their careers in a dynamic and supportive environment.

📌 Application Steps

To apply for this Customer Support Associate position at Zoom:

Submit Your Application: Click the "Apply" button on the job posting and follow the prompts to submit your resume, cover letter, and any relevant portfolio materials.
Prepare for Phone Screen: Review your customer support experience, technical aptitude, and fit for the role, and practice your communication skills for the phone screen.
Prepare for Technical Assessment: Brush up on your SQL skills, with a focus on query writing, data analysis, and problem-solving, and familiarize yourself with Zoom's products and services.
Prepare for Behavioral Interview: Prepare for behavioral interview questions, focusing on your customer support experience, communication skills, and problem-solving abilities, and research Zoom's customer support culture and values.
Prepare for Final Interview: Reflect on your career goals, expectations, and fit for the role, and prepare for a conversation with the hiring manager.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Zoom's hiring organization before making application decisions.

Customer Support Associate