IT Client Support Associate

Job not on LinkedIn

3 days ago

Apply Now

Receive Emails with Similar Jobs

Zipdev

WebsiteLinkedInAll Job Openings

Recruitment • B2B • HR Tech

Zipdev is a company that specializes in providing remote talent solutions, particularly focused on hiring top Latin American professionals. Zipdev enables companies to build high-performing teams in their own time zones while reducing costs compared to local hiring. The company offers a streamlined hiring process that includes defining hiring needs, selecting top candidates, and onboarding new team members, handling payroll and HR overhead. Zipdev fills a variety of technical and professional roles, such as software engineers, project managers, and designers. The company is recognized for its ability to provide cultural alignment and scalable, flexible hiring solutions.

51 - 200 employees

Founded 2017

🎯 Recruiter

🤝 B2B

👥 HR Tech

📋 Description

• Serve as a primary contact for client inquiries via Jira, email, and phone. • Manage, categorize, and resolve tickets with proper follow-up. • Perform basic troubleshooting (password resets, permissions, account updates, simple configuration changes). • Gather full context to understand the issue and escalate when needed. • Create and maintain documentation for recurring workflows and client-facing instructions. • Write clear guides, FAQs, and help articles to reduce ticket volume. • Document resolutions thoroughly, including steps, screenshots, and next actions. • Keep internal documentation repositories organized and up to date. • Execute simple system updates or adjustments as directed. • Maintain accurate logs of support requests and system changes. • Assist with onboarding tasks like account setup and access provisioning. • Support ad-hoc administrative duties related to customer accounts. • Work with Business Analysts and Engineering on escalated issues. • Provide complete context when escalating (steps, screenshots, details). • Participate in internal feedback loops to improve product and processes. • Deliver clear, friendly explanations of solutions and troubleshooting steps. • Maintain a patient, professional, and service-focused tone across all interactions.

🎯 Requirements

• 3+ years in customer support, help desk, call center, or administrative support roles. • Experience with Jira (required). • Strong English communication skills (written and verbal). • High attention to detail and comfort navigating software tools. • Ability to follow, maintain, and improve processes and documentation. • Strong customer-service orientation and de-escalation skills. • Must be located in **LATAM**. • **Nice-to-Have** • Experience supporting SaaS products. • Familiarity with documentation tools (Confluence, Notion, Smartsheet). • Understanding of user permissions or basic configuration settings.

🏖️ Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends) • Vacation: 10 business days a year • Holidays: 5 National Holidays a year • Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day) • Parental Leave • Health Care Reimbursement • Active Lifestyle Reimbursement • Quarterly Home Office Reimbursement • Payroll Deduction Purchase Plans • Longevity Bonus • Continuous Learning Bonus • Access to Training and Professional Development Platforms • Did we mention it's REMOTE?!!