We are looking for an IT Client Support Associate who can deliver responsive, accurate, and friendly support for users of a SaaS platform. This role focuses on ticket handling, simple system changes, basic troubleshooting, documentation, and ensuring clients receive clear, timely, and reliable assistance.
Key Responsibilities
Client Support & Ticket Handling
- 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.
Documentation & Process Improvement
- 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.
Administrative & System Tasks
- 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.
Internal Collaboration
- 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.
Client Communication
- 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?!!
One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.
Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!
