• maintain, repair, and troubleshoot desktop hardware and software packages • responsible for customer service and end-user training • perform advanced administrative/operational/customer support duties that require independent initiative and judgment • apply intermediate mathematical skills • research and resolve technical problems of moderate complexity • respond to escalated requests for technical support • document, track, and monitor problems using applicable systems and tools

• Online post-sales support for customers with various smartphone-related questions; • Technical support, guidance, usage tips, configuration assistance, and escalation to other teams when necessary; • The specialist will need to identify the customer's needs and provide a practical, objective solution in accordance with product and/or service procedures; • Each interaction may involve handling a variety of customer-reported situations; • Use internal systems to document interactions and manage support tasks.

• Provide required support for installing tracking scripts on the client's side • Communicate with customers to quickly identify the core of their issues • Manage users in our applications • Provide timely and accurate customer feedback • Follow up with clients to ensure problems are resolved • Write and review technical documentation of the product / maintain knowledge base • Create and organize JIRA stories and tickets • Work closely with other development teams on solving client related issues • Diagnose and report potential bugs and irregularities to the Product team • Proactively anticipating customer inquiries and building trust

• Serve as the final technical escalation point for Support • Triage and validate bugs, perform deep-dive investigations • Partner directly with Engineering to master Zip’s architecture • Collaborate with Product as the voice of the customer • Use internal tools to analyze customer configurations • Validate integration flows using REST/GraphQL payloads