[Hiring] IT Client Support Associate @Zipdev

Role Description

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.

Qualifications

• 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.

Requirements

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

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.