Zipdev is hiring a Junior Customer Support

Zipdev is looking for a Junior Customer Support specialist to join our team. In this role, you will serve as the first point of contact for client support requests, delivering fast, accurate, and friendly assistance. You'll focus on routine ticket handling, following defined procedures, and providing a reliable customer-first experience.

What You'll Do

• 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.
• 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.
• Identify issues that require deeper technical investigation or fall outside standard procedures.
• Escalate to Tier 2 with complete, organized documentation.

What We're Looking For

• 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, both 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 and administrative tasks.
• Comfortable with routine, repetitive, and process-driven tasks requiring accuracy.

Technical Stack

• Jira Service Desk
• SaaS platforms

Benefits & Compensation

• 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.

Work Mode

This is a fully remote position open to candidates located within LATAM.

Zipdev is an equal opportunity employer.