Remote Tech Support Agent

Summary

Join Zipdev as a Technical Support Agent and become the first point of contact for clients needing technical assistance with our Learning Management System and virtual events. You will troubleshoot technical issues, collaborate with internal teams, and ensure quick resolution of inquiries. This role requires strong technical skills, excellent communication, and experience in SaaS customer support. While the default schedule is 8 AM – 5 PM Pacific Time, flexibility is needed due to global clients. The position offers remote work, various benefits, and opportunities for professional development.

Requirements

• 1 to 3 years of experience in customer support (must have experience: SaaS solution)
• Versatility with technology and workflows, should have a high level of computer fluency
• Affinity for (and experience with) providing customer support and making customers happy
• Enjoy solving many small problems per day
• Strong attention to detail
• Ability to triage and resolve bugs, quickly and accurately
• Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, calls, and chat
• Currently living in Latin America
• Excellent English communication skills

Responsibilities

• Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for profit education businesses
• Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more
• Embrace a collaborative work environment where we are able to interact with other teams to continuously enhance our knowledge of our platform and service offerings
• Strive to increase the rate and speed of ticket resolution
• Track cases in ticketing system with appropriate and accurate information
• Escalate inquires when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution
• Openness and comfort to telephone conversations with end users, as well as admins
• Stay current with platform/system information, changes, and updates
• Triage customer issues, debug, and find workarounds if possible
• Improve the Blue Sky client experience through excellent customer interaction
• Submit and comment on bug reports and feature requests based on customer interactions
• Maintain high ticket performance and satisfaction
• Participate in the rotation to provide off-hour support

Preferred Qualifications

• Experience with virtual event platforms (ex. Adobe Connect, Zoom, webcasting etc.)
• Thirst for proactively learning and testing functionality of our SaaS LMS platform to meet customers’ unique needs
• Experience as your friend’s/family’s “go-to person” for computer help
• Bilingual (English and Spanish)
• Experience with support platforms (ex. Freshdesk, Zendesk, etc.)
• Working knowledge of PC and Mac operating systems and browsers

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