IT Client Support Associate

We are seeking an IT Client Support Associate to provide responsive, accurate, and friendly support for users of a SaaS platform. This role involves handling tickets, performing simple system changes, basic troubleshooting, and maintaining documentation. The associate will ensure clients receive clear, timely, and reliable assistance, collaborate with internal teams, and contribute to process improvement.

Must Have

• 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).
• Create and maintain documentation for recurring workflows and client-facing instructions.
• Execute simple system updates or adjustments as directed.
• Work with Business Analysts and Engineering on escalated issues.
• Deliver clear, friendly explanations of solutions and troubleshooting steps.
• 3+ years in customer support, help desk, call center, or administrative support roles.
• Experience with Jira.
• 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.

Good to Have

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

Perks & Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• 10 business days vacation a year
• 5 National Holidays a year
• 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
• Remote work

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.

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!