This is a remote position.
Technical Support Agents drive Zuma’s growth by providing clear and professional customer support to ensure clients remain satisfied and are able to achieve the product and business outcomes they are seeking.
Agents will interact with customers through multiple channels (phone, ticketing systems, live chat, and screen-sharing tools) to identify and resolve technical support requests, while continuously educating customers on how to effectively use the platform.
When necessary, you will be expected to reproduce technical issues and escalate them to the Engineering team, taking ownership of customer communication and managing expectations regarding resolution timelines.
The Technical Support Agent role represents an excellent opportunity for individuals who are passionate about learning, clear communication, problem-solving, and technology.
Requirements 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
- Zendesk
- JIRA
- Experience using online collaboration tools such as:
- Slack
- Google Meet
- Slack
- 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
- AWS
- Experience supporting platforms with third-party integrations connected to multiple data sources, such as:
- External CRMs
- External databases not directly managed by the company
- External CRMs
- Experience supporting agentic AI applications, machine learning systems, or natural language processing (NLP) applications.
Skills Required
- 3-4 years of experience in technical support resolving complex technical issues
- Excellent written communication skills in English and strong overall language proficiency
- Experience using JIRA
- Experience using Zendesk
- Experience using Slack
- Experience using Google Meet
- Comfort working with distributed teams across different time zones
- Ability to learn quickly and adapt to evolving technology environments
- Experience supporting cloud-based web applications, such as AWS or GCP environments
- Experience supporting platforms with third-party integrations connected to multiple data sources, including external CRMs and databases
- Experience supporting agentic AI applications, machine learning systems, or NLP applications
What We Do
Softgic helps organizations pursue digital and cognitive transformation through innovative, customized technology solutions. Its services include software development, automation, cloud computing, cybersecurity, UX design, and related IT consulting. The company’s mission is to make life easier with technology and help clients transform digitally and cognitively, optimizing processes, reducing costs, and accelerating results for businesses across Latin America and the United States.
