Zuora is looking for global support agent to join its growing Beijing office, conveniently located right next to the Wudaokou subway station. We offer a great work environment with complex engineering and design problems, a generous benefits package, a tightly knit office culture, and a snack room to keep you fueled up every day.

Here at Zuora we pride ourselves on having the best customers, the most impressive investors, the most comprehensive ecosystem, and the only true SaaS-based application leading the subscription economy. This is your chance to get in on the ground floor with a company that is poised for success, and set on a trajectory for huge growth. Zuora China is aggressively building a world-class organization, and carries out critical work in Research & Development, Quality Assurance, Program Management, Professional Service, and Global Support in order to better meet the increasing demand of a fast-growing customer base.


Job Description:
This key position has responsibility for supporting all users of Zuora’s premier offerings: Z-Commerce, Z-Billing and Z-Finance. Zuora Global Support agents will be expected to serve as a primary point of customer support, provide prompt and complete resolution to customer support cases, and prioritize and escalate customer issues.

Responsibilities:
1.Primary contact for customer support and ensure customer satisfation.
2.Manage supported accounts.
3.Ensure prompt and complete resolution of support cases.
4.Research and develop solutions for customer support cases involving extensive product knowledge and troubleshooting techniques.
5.Provide timely account status and reporting to both customer and management.
6.Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
7.Establish strong working relationships with Engineering, Professional Services, Technical Operations Client Services, Product Management and other internal resources as appropriate.
8.Author technical documents on common issues and solutions in order to build the knowledge base.

Skills:
1.Excellent analysis, troubleshooting and problem solving skills.
2.Experience supporting software or Software-as-a-Service (SaaS) solutions.
3.Propensity for hard work and a willingness to perform different roles as required.
4.Strong project management experience with a demonstrated ability to manage competing priorities.
5.Proficient in English speaking and writing.
6.Understanding of database concepts and data management (RDBMS).
7.Experience with XML, Java and SQL.
8.Experience with SOAP-based APIs and web-based development.

Requirements:
1.BA/BS Degree (or equivalent) in a Computer Science, Electrical Engineering, relevant work experience.
2.3+ years of related work experience.
3.Hands on experience with supporting package software and/or SaaS solutions.