Zipdev is hiring a
Tier 1 Technical Support Agent

Summary

The job is for a Technical Support Agent at Zipdev, responsible for providing technical support for clients using the company's Learning Management System and managed virtual events. The role requires 1 to 3 years of experience in customer support with SaaS solutions, strong computer fluency, excellent English communication skills, and a willingness to work flexible hours due to global client requirements.

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
• Experience with support platforms (ex. Freshdesk, Zendesk, etc.) preferred
• Working knowledge of PC and Mac operating systems and browsers
• 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)

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