IT Client Support Associate

hace 2 semanas

Colombia Zipdev A tiempo completo US$35.000 - US$45.000 al año

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 ResponsibilitiesClient 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

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