[Hiring] Technical Support Agents @SOFTGIC S.A.S.

Role Description

This is a remote position.

Technical Support Agents 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 when necessary.
• Take ownership of customer communication and manage expectations regarding resolution timelines.

The Technical Support Agent role represents an excellent opportunity for individuals who are passionate about learning, clear communication, problem-solving, and technology.

Qualifications

• 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 and Zendesk.
• Experience using online collaboration tools such as Slack and 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 and external databases not directly managed by the company.
• Experience supporting agentic AI applications, machine learning systems, or natural language processing (NLP) applications.