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!