We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

IT Client Support Associate at Zipdev. 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.. 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. . Company Location: Mexico.