zoominfo
Website:
zoominfo.com
Job details:
ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast.
Internal stakeholder focused Tier 1 Support Specialist with a primary focus on business operations, Salesforce troubleshooting, and Lead-to-Order (L2O) ticket management. Hands-on experience resolving day-to-day operational issues, performing data maintenance, and providing light quality assurance (QA) assistance. Skilled in partnering with business stakeholders to resolve production tickets, maintain system integrity, and support end-to-end business processes. Eager to expand technical support capabilities while ensuring high-quality system performance through diligent issue resolution and testing support.
Job Role Overview
Job Title: Tier 1 Support Specialist
Job Level: SWE1 (Entry to Junior Level)
Department: Product & Engineering / Technology Delivery
Role Type: Full-time
The Tier 1 Support Specialist serves as the primary point of contact for daily business operations, specifically focusing on Salesforce and Lead-to-Order (L2O) support. This role is responsible for managing day-to-day support tickets, troubleshooting Salesforce user issues, and performing routine data maintenance. Additionally, you will provide light QA assistance to ensure system changes align with business needs. Working closely with cross-functional teams, you will help resolve production issues, document support processes, and ensure that operational workflows run smoothly and meet quality standards.
Job Description & Key Responsibilities
Tier 1 Support & Issue Resolution
- Manage and resolve day-to-day Lead-to-Order (L2O) support tickets, ensuring timely responses and high-quality resolution for business users.
- Perform basic Salesforce troubleshooting and diagnostic tasks to identify and resolve user-reported system issues.
- Escalate complex technical issues to senior engineers or developers while maintaining clear communication with the affected business stakeholders.
- Perform regular data load operations (import, update, export, upsert) using data management tools while maintaining data integrity and accuracy.
Salesforce & Business Analysis
- Provide daily operational support for the Salesforce platform, including user permissions, basic configuration updates, and data integrity checks.
- Perform regular data maintenance and cleanup activities to ensure Salesforce records remain accurate and actionable for the business.
- Assist the QA team with light testing tasks, such as smoke testing and regression testing of support-related fixes and enhancements.
- Participate in story refinement and requirement gathering sessions to ensure clear project scope and execution.
Automation & Process Improvement
- Create and maintain process documentation for common support issues and resolution workflows to improve team efficiency.
- Support basic QA testing efforts for new features or bug fixes to ensure operational stability before deployment.
- Identify, track, and communicate testing risks, dependencies, and defects to team leads and project managers.
- Continuously build technical skills, domain knowledge, and testing capabilities to support increasingly complex systems.
Required Skills & Qualifications
- Experience: 0–2 years of experience in Business Analysis, Systems Analysis, Quality Assurance, or a related technology role.
- Salesforce & Data Management: Basic experience with Salesforce platform configuration and familiarity with data loading tools (e.g., Salesforce Data Loader, Workbench, or Import Wizard).
- Technical Aptitude: Understanding of software delivery lifecycles, basic API testing concepts (e.g., Postman), database fundamentals, and data integrity verification.
- Problem-Solving: Analytical mindset with a passion for troubleshooting production issues and performing root-cause analysis.
- Communication & Collaboration: Strong communication skills with an eagerness to learn from senior engineers and partner effectively across business and technical teams.
About Us
ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.
ZoomInfo is committed to protecting your privacy when you apply for jobs with us. Please review our Job Applicant Privacy Notice for more details on how we handle your personal information.
ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.
ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ZoomInfo does not administer lie detector tests to applicants in any location.
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