SOL-1664 Technical Support Agents

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
• Experience using online collaboration tools such as:
  • Slack
  • 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, such as:
  • External CRMs
  • External databases not directly managed by the company
• Experience supporting agentic AI applications, machine learning systems, or natural language processing (NLP) applications.