Technical Support Agent
New
Z
ZumaCloud-based web applications
United States, Comfortable working with distributed teams across different time zones.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3–4 years
- Required Skills
- AWSCloud ComputingGCPJiraTechnical supportCRMSlackZendesk
Requirements
- 3–4 years of experience in technical support resolving complex technical issues.
- Excellent written communication skills in English with strong overall language proficiency.
- Experience using support tools such as JIRA and Zendesk.
- Experience using online collaboration tools such as Slack and Google Meet.
- Comfortable working with distributed teams across different time zones.
- Strong ability to learn quickly and adapt to constantly evolving technology environments.
- Experience supporting cloud-based web applications in environments such as AWS, GCP, or other cloud platforms.
- Experience supporting platforms with third-party integrations connected to multiple data sources (External CRMs, external databases).
- Experience supporting agentic AI applications, machine learning systems, or natural language processing (NLP) applications.
Responsibilities
- Provide clear and professional customer support to ensure client satisfaction and business outcomes.
- Interact with customers via multiple channels including phone, ticketing systems, live chat, and screen-sharing tools.
- Identify and resolve technical support requests.
- Continuously educate customers on effective platform usage.
- Reproduce technical issues and escalate them to the Engineering team when necessary.
- Take ownership of customer communication and manage expectations regarding resolution timelines.
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