Technical Support Agent

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

📋 Description

• Propel Zuma's expansion by delivering clear and professional customer support to ensure clients are satisfied and can achieve their desired product and business outcomes.

• Engage with customers across various channels (phone, ticketing systems, live chat, and screen-sharing tools) to identify and resolve technical support issues.

• Continuously inform customers on how to effectively utilize the platform.

• Replicate technical issues and escalate them to the Engineering team as necessary.

• Assume responsibility for customer communication and manage expectations regarding resolution timelines.

⛳️ Requirements

• 3–4 years of experience in technical support, dealing with complex technical issues.

• Exceptional written communication skills in English, demonstrating strong overall language proficiency.

• Familiarity with support tools such as: JIRA, Zendesk.

• Proficient in using online collaboration tools such as: Slack, Google Meet.

• Comfortable working with distributed teams across various time zones.

• Strong ability to quickly learn and adapt to continuously evolving technological environments.

• Experience supporting cloud-based web applications in environments such as: AWS, GCP, or other cloud platforms.

• Background in supporting platforms with third-party integrations linked to multiple data sources, including: External CRMs, External databases not directly managed by the company.

• Experience with agentic AI applications, machine learning systems, or natural language processing (NLP) applications.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development