Customer Solutions Analyst I

ZoomInfo is seeking a Customer Solutions Analyst I who will support customers across the platform by troubleshooting issues, guiding product adoption, and delivering a seamless customer experience.

The role involves working closely with customers across SMB and enterprise segments while helping them navigate product workflows, resolve challenges, and maximize the value of the ZoomInfo platform.

Key responsibilities include:

• Serving as the voice of the customer by capturing insights and feedback that help improve ZoomInfo’s products, platform usability, documentation, and overall customer experience.

• Supporting customers across ZoomInfo’s product suite as a platform generalist, helping them navigate multiple products, integrations, and features within the broader ecosystem.

• Investigating, troubleshooting, and diagnosing complex product issues using methods such as debugging, HAR file collection, and log analysis to identify root causes and determine the best path to resolution.

• Applying a detail-oriented, systems-thinking mindset to technical investigations , understanding how platform components, integrations, and customer configurations interconnect to surface nuanced issues that may not be immediately apparent.

• Championing a discovery-first approach to understanding customer goals and challenges, offering consultative guidance and best practices that connect the right ZoomInfo capabilities to their most critical needs.

• Continuously deepening expertise across ZoomInfo's platform, embracing new integrations and AI-enabled tools with curiosity and enthusiasm to better serve customers in an ever-evolving landscape.

• Managing and prioritizing support cases from investigation through resolution, with a focus on time to first response, overall case quality, and responsiveness , clearly communicating updates, documenting detailed case notes, setting expectations, and ensuring customers feel confident throughout the process.

• Serving as a key connector between customers and their account teams, proactively flagging technical challenges and aligning on solutions that support long-term customer success.

• Collaborating with and escalating to internal teams , including Specialist, Product, and Engineering , when issues require deeper investigation, technical expertise, or cross-functional resolution.

• Contributing to internal knowledge sharing by documenting troubleshooting approaches, best practices, and common solutions that improve both team effectiveness and customer self-service.

Requirements include:

• Any Fulltime Bachelor Degree is mandatory.

• 3+ years of experience in Product Support, Technical Support, or a similar customer-facing technical role within a B2B SaaS environment.

• Adaptable in working at EST and PST shifts based on business needs (Rotational basis).

• Strong troubleshooting and analytical skills, with the ability to investigate product behavior, identify likely root causes, and determine appropriate next steps.

• Ability to independently investigate and replicate product issues, clearly document findings, and provide context when escalation to specialist or engineering teams is required.

• Excellent written and verbal communication skills, with the ability to translate complex product or technical concepts into clear, actionable guidance for customers.

• Experience managing multiple cases and priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.

• Comfort working across multiple products and quickly learning new technologies within an evolving SaaS platform.

• Strong organizational skills and the ability to work independently while collaborating effectively with cross-functional teams.

• A customer-focused mindset with the ability to demonstrate empathy, responsiveness, and ownership while supporting customers.

• Ability to guide and empower users to resolve issues through documentation, training resources, AI-assisted support, and best practices.

• Curiosity and enthusiasm for learning new technologies and evolving SaaS platforms, particularly in areas such as integrations and AI-enabled tools.

This role offers a hybrid work arrangement, with 3 days working from the office and 2 days working from home.