We are looking for Junior Customer Support to serve as the first point of contact for all client support requests, delivering fast, accurate, and friendly assistance. This role focuses on routine ticket handling, following established procedures, performing basic troubleshooting, completing administrative tasks, and escalating issues appropriately. Ideal for candidates with call center, customer support, or administrative support experience.
Key Responsibilities:
Frontline Client Support
- Act as the first point of contact for client inquiries via Jira Service Desk, email, and phone.
- Acknowledge, prioritize, and manage tickets according to SLAs.
- Communicate clearly and consistently throughout the support process.
- Gather all required information to ensure proper resolution or escalation.
Administrative & Standard Requests
- Handle routine administrative and configuration requests using documented procedures.
- Update user permissions, adjust account settings, manage access requests, and perform basic system changes.
- Perform accurate data entry and simple system updates.
Ticket Triage & Escalation
- Identify issues that require deeper technical investigation or fall outside standard procedures.
- Escalate to Tier 2 with complete, organized documentation (steps to reproduce, screenshots, context, client details).
Requirements
- 1–2 years of experience in customer support, help desk, call center, IT support, or administrative roles.
- Experience with a ticketing system (Jira Service Desk is a plus).
- Strong English communication skills, written and verbal.
- High attention to detail and ability to follow procedures accurately.
- Ability to learn new software tools and navigate SaaS platforms.
- Customer-first mindset: patient, professional, and reliable.
- Must be located within LATAM.
Nice-to-Have
- Experience in a SaaS or software support environment.
- Basic understanding of user settings, access controls, or configuration tasks.
- Call center experience or roles mixing customer support + administrative tasks.
- Comfortable with routine, repetitive, and process-driven tasks requiring accuracy.
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!
