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IT Client Support Associate

1 month ago
Latin America
Full-time
Mid Level
Customer Support
Technical Writing and Documentation
Confluence JIRA Notion
Apply Now
Zipdev

Zipdev

Zipdev specializes in connecting businesses with highly skilled remote talent from Latin America, offering a cost-effective solution for hiring software developers and virtual assistants.

Professional Services
51-250
Founded 2014
View All Jobs 7

Description

  • Serve as a primary contact for client inquiries via Jira, email, and phone and manage incoming requests professionally.
  • Manage, categorize, prioritize, and resolve support tickets with proper follow-up and escalation when needed.
  • Perform basic troubleshooting and account maintenance such as password resets, permissions checks, account updates, and simple configuration changes.
  • Gather full context for issues (steps to reproduce, screenshots, details) and provide clear escalation packages to Business Analysts and Engineering.
  • Create, maintain, and organize client-facing documentation, guides, FAQs, and help articles to reduce ticket volume.
  • Document resolutions thoroughly, including steps taken, screenshots, and recommended next actions.
  • Execute simple system updates or adjustments as directed and maintain accurate logs of support requests and system changes.
  • Assist with onboarding tasks such as account setup and access provisioning, and support ad-hoc administrative duties related to customer accounts.
  • Participate in internal feedback loops to improve product, processes, and support workflows, and communicate solutions clearly and patiently to clients.

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.
  • Experience supporting SaaS products (nice to have).
  • Familiarity with documentation tools such as Confluence, Notion, or Smartsheet (nice to have).
  • Understanding of user permissions or basic configuration settings (nice to have).

Benefits

  • Remote work Monday–Friday, 40 hours per week (no weekends).
  • Paid time off: 10 business days vacation plus 5 national holidays and 5 company holidays (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day).
  • Parental leave.
  • Health care reimbursement.
  • Quarterly home office reimbursement.
  • Active lifestyle reimbursement.
  • Longevity bonus and payroll deduction purchase plans.
  • Continuous learning bonus and access to training and professional development platforms.

Interested in this position?

Apply directly on the company website

Apply Now

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