Customer Support Associate, JavaScripting Expert

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the customer support experience by overseeing ticket management from submission to resolution, ensuring adherence to SLA expectations.

• Analyze and resolve intricate issues related to workflows, configurations, integrations, and the functionality of the Zinier platform.

• Collaborate across departments with Product, Engineering, Professional Services, and Customer Success teams to tackle customer challenges.

• Recognize recurring problems, determine root causes, and pinpoint opportunities for enhancing support operations and workflows.

• Acquire in-depth product knowledge and establish yourself as a subject matter expert in critical platform areas and customer use cases.

• Produce and update knowledge base articles, troubleshooting manuals, and support playbooks.

• Assist in essential customer operations through managing escalations and providing occasional on-call support coverage.

• Engage with global enterprise clients in sectors such as utilities, telecommunications, manufacturing, and field services.

⛳️ Requirements

• 2-5 years of experience in technical support, application support, or customer-facing roles within the SaaS industry.

• Proficient troubleshooting abilities, capable of methodically investigating issues and communicating solutions clearly.

• Customer-centric approach with exceptional organizational skills, responsiveness, and attention to detail in fast-paced settings.

• Technical proficiency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies.

• Familiarity with support tools like Jira, Zendesk, Freshdesk, ServiceNow, or other similar ticketing systems.

• Outstanding communication skills, able to articulate technical concepts to both technical and non-technical audiences.

• Team-oriented mindset, effectively collaborating across functions with Engineering, Product, and customer-facing teams.

• Ability to thrive in startup environments characterized by changing priorities, fluctuating workflows, and rapid growth.

• Willingness to provide occasional on-call support or after-hours escalation coverage as required.

• Bachelor's degree preferred in Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experience.

• Proficiency in JavaScript.

• Familiarity with ReactJS is a valuable addition.

🏝️ Benefits

• Remote-first, global team.

• Hybrid workforce spanning the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India.

• Opportunities for occasional travel as necessary.

• Provision for occasional on-call support coverage.

• After-hours escalation coverage when needed.