IT Client Support Associate

Role Overview

• 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.
• 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.
• 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.
• 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.
• 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?!!