Technical Support Agent

🕒 May 15

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Softgic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🔒 Cybersecurity

🤖 Artificial Intelligence

Cloud • Cybersecurity • Artificial Intelligence

Softgic is a technology company focused on driving digital and cognitive transformation for its clients. With over 12 years of experience, Softgic provides innovative and tailored solutions across various areas, including software development, cloud data security, the metaverse, and automation. Their approach combines design, coding, and implementation to enhance business processes and ensure security and efficiency in technological infrastructure.

📋 Description

• drive Zuma’s growth by providing clear and professional customer support to ensure clients remain satisfied and are able to achieve the product and business outcomes they are seeking. • Interact with customers through multiple channels (phone, ticketing systems, live chat, and screen-sharing tools) to identify and resolve technical support requests. • Continuously educate customers on how to effectively use the platform. • Reproduce technical issues and escalate them to the Engineering team. • Take ownership of customer communication and manage expectations regarding resolution timelines.

🎯 Requirements

• 3–4 years of experience in technical support resolving complex technical issues. • Excellent written communication skills in English with strong overall language proficiency. • Experience using support tools such as: JIRA Zendesk • Experience using online collaboration tools such as: Slack Google Meet • Comfortable working with distributed teams across different time zones. • Strong ability to learn quickly and adapt to constantly evolving technology environments. • Experience supporting cloud-based web applications in environments such as: AWS GCP or other cloud platforms • Experience supporting platforms with third-party integrations connected to multiple data sources, such as: External CRMs External databases not directly managed by the company • Experience supporting agentic AI applications, machine learning systems, or natural language processing (NLP) applications.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development