Remote Position
[Remote] Customer Support Associate
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Zinier is a company focused on empowering frontline workers and the people who support them through technology. The Customer Support Associate role partners with customers to troubleshoot technical issues, resolve platform challenges, manage support tickets, and improve the customer experience while collaborating with cross-functional teams.
Responsibilities
- Own the customer support experience by managing tickets from intake through resolution while meeting SLA expectations
- Troubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionality
- Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges
- Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows
- Develop product expertise and become a subject matter expert (SME) across key platform areas and customer use cases
- Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks
- Support critical customer operations through escalation handling and occasional on-call support coverage
- Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service
Skills
- 2-5 years of experience
- Strong troubleshooting skills
- Customer-first mindset
- Technical fluency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies
- Experience with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing platforms
- Excellent communication skills
- Collaborative approach
- Comfort operating in startups
- Flexibility for occasional on-call support or after-hours escalation coverage as needed
- In Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experience
- Bachelor's degree preferred
Benefits
- Remote work anywhere in the US
Company Overview