Product Advocate

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Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion (yes, with a

B) messages a month.

At Zello, our company values are at the heart of what we do everyday. We’re proud to serve the frontline, we’re privileged to connect people in times of crisis across the globe, and we’re honored to support first responders.

And this is where you come in.

We are looking for a customer-focused Product Advocate who is a friendly Zello superhero, knowledgeable about the product, passionate about helping people, and excited about improving the lives of frontline workers with modern communication technology. You’ll be the face of our company, talking with customers and assisting them every step of the way with account configuration, provisioning users and channels, and providing advanced troubleshooting.

The ideal candidate has the drive and ambition to use this opportunity as a launchpad to start a successful technology marketing, engineering, product, or sales career. Your growth is limitless.

You will report to the Product Advocate Manager and work closely with product, engineering, and customer teams to create an exceptional product and customer experience.

• Assist new and existing customers over the phone, email, and support tickets.

• Troubleshoot product technical issues using advanced problem-solving skills, leveraging internal tools, and escalating to the engineering team when appropriate.

• Improve our understanding of customers and how they use Zello by capturing discovery information in the CRM and communicating with the team.

• Become an expert in Zello products and a go-to person to answer product questions externally and internally.

• Help new customers set up their corporate accounts by understanding their use case and matching it against Zello’s capabilities to design and implement the optimal configuration.

Apply technical and troubleshooting skills and an advanced knowledge of Zello products to provide the first-level technical support to Zello customers.

This includes:

• Customer Support & Issue Resolution

• Technical Troubleshooting & Escalation

• Onboarding & Implementation Support

The Product Advocate is the face of Zello to all Zello Work customers. They provide a level of support and understanding of the Zello product to assist customers in the moment and enable them to use and manage Zello effectively. Products Advocate bridge the gap between our customer and our product engineering team, escalating issues where needed and relaying feature requests and an intimate knowledge of customer experience.

The support engineer's detailed product knowledge, customer-facing communication skills, technical acumen, and exposure to a broad range of use cases and common issues, uniquely position them to solve some of the most challenging problems impacting our customers.

• Assist new and existing customers over the phone, email, and support tickets.

• Troubleshoot product technical issues using advanced problem-solving skills, leveraging internal tools, and escalating to the engineering team when appropriate.

• Troubleshoot product technical issues using advanced problem-solving skills, leveraging internal tools, and escalating to the engineering team when appropriate.

• Improve our understanding of customers and how they use Zello by capturing discovery information in the CRM and communicating with the team.

• Become an expert in Zello products and a go-to person to answer product questions externally and internally.