About the role : ZoomInfo is looking for an experienced, results-oriented Product Support Engineer who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals, and will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries. This role will have a focus on handling support inquiries received outside of our standard business hours for our strategic, enterprise customers as part of our Platinum Support motion. Shift details: Candidate should be comfortable working EST/PST shifts based on business needs Work Mode: Hybrid - 3 days Work from Office and 2 days Work from Home Week Off: Your week off will be 2 days which will be on week day and will NOT be on Saturday and Sunday What You’ll Do : Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services Provide priority support to Platinum Support customers for any support inquiries received during shift timing Provide day-to-day support for our growing customer base, including both incident management and providing workflow recommendations to ensure customers can get the most out of our platform Work independently to escalate, resolve, and manage support inquiries effectively and with urgency Effectively triage and manage escalations to engineering teams for issues that can’t be resolved by Solutions Document best practices and other useful information to better enable our customers through our online support tools Learn third-party products and their integrations to educate and guide customers on usage and product adoption Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal Work seamlessly with Technical Account Managers to ensure visibility to any support cases received from their accounts during shift timing, providing hand offs for any issues that require their continued support during standard business hours Other related duties as assigned What You Bring In: Bachelor’s degree preferred 3 to 5 years of work experience in Product Support role in B2B SaaS companies Experience working with Enterprise level customers, both global and US-based, and a deep understanding of the Enterprise customer persona is Mandatory (Please Do not apply if you have not served to Enterprise level customers) Excellent written and oral communication skills; readily adjusts communication style and approach based on the audience. Must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers Excels at case handling and prioritization; can manage and prioritize work, and problem solve with a high level of independence and minimal oversight Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious A strong sense of urgency Must have a strong attention to detail A positive attitude

Job Description: HR Business Partner The HRBP is responsible for creating, updating, and applying all HR policies and company guidelines and making sure they adhere to standards and laws initiated by authorities. The ideal candidate will be responsible for new hire orientation and onboarding, employee benefits, grievance management, and company policy and procedure adherence. The India HRBP is an essential partner to our growing business. The HRBP supports organization by promoting a culture of teamwork, respect, and integrity while navigating the complexities of workplace challenges. You will be responsible for partnering with the local leadership team to implement HR programs and initiatives in line with Global HR strategy (for the region). You will run the daily functions of the Human Resource (HR) department including administering benefits, leave and enforcing company policies and practices. Responsibilities Providing support that is aligned with business and HR strategy that enables seamless high performance. Oversee new hire orientation, onboarding efforts, performance reviews and employee exit process. Assist with payroll and benefits administration Creating onboarding plans and educating newly hired employees on HR policies, internal procedures, and regulations Working with Employee Experience to create employee engagement plans and initiating activities in the region. Working with People Tech & HR Operations to implement process improvement/automation initiatives Working with Talent management & development (also known as learning & development) to review training needs, content, & relevance to challenges faced by people leaders/employees. Co-facilitate sessions as needed. Ensure all queries/issues/grievance/escalations are handled within the given TAT. Day to day personnel handling and administration activities such as maintaining employee records, payroll & benefits, expense management, legal documentation, filing, MIS reporting, general correspondence, etc. Coach managers & work with them on best practices to provide feedback & manage performance challenges. Collaborate with departments such as Facilities, IT, and Finance on initiatives and policies that affect employee needs. Plan, co-ordinate and execute events from an Employee Relations standpoint. Maintains confidentiality and sensitivity to all issues and abides by data privacy regulations. Conduct exit interviews and recommend actions based on employee's feedback for continuous improvement. Handles employment-related inquiries from employees, and supervisors, referring complex and/or sensitive matters to the appropriate areas. Employee offboarding ensuring managers comply with company process and local regulations, conduct exit interviews and complete proper documentation Help drive performance and feedback culture working with business stakeholders closely Partner with functional HRBPs on various initiatives impacting business. Work with global COEs. Required Skills and Experience Eight years or more of experience working in Human Resources Knowledge & experience of local labour laws & regulations. Strong interpersonal, negotiation, and conflict-resolution skills. People-friendly with a positive attitude, and eager to learn and deliver. Excellent verbal and written communication skills. Excellent organizational skills and attention to detail. Ability to prioritize tasks and delegate/collaborate as appropriate. Ability to act with integrity, professionalism, and confidentiality. Strong sense of accountability and quality Excellent time management skills with a proven ability to meet deadlines Must be flexible and comfortable with managing multiple priorities Strong analytical and problem-solving skills Passionate about delivering a best-in-class employee experience Demonstrate ability to use data and statistics to solve real-world HR problems. This is a hybrid position requiring working from the office 3 days (may be more on specific occasions) This position requires a work schedule of 1 PM to 10 PM IST.