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Zinier

Automation platform that helps field service orgs maintain critical assets driving sustainability and connectivity.

Customer Support Associate

Customer SupportCustomer SupportFull TimeRemoteMid LevelTeam 51-200Since 2015H1B SponsorCompany SiteLinkedIn

Location

Massachusetts

Posted

77 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expExperience acceptedEnglishCloudServiceNow

Job Description

Customer Support Associate

Zinier

• 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

Job Requirements

  • 2-5 years of experience in technical support, application support, or customer-facing SaaS support roles
  • Strong troubleshooting skills with the ability to investigate issues methodically and communicate clearly
  • Customer-first mindset with strong organization, responsiveness, and attention to detail in fast-paced environments
  • 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 with the ability to explain technical concepts to both technical and non-technical audiences
  • Collaborative approach working cross-functionally with Engineering, Product, and customer-facing teams
  • Comfort operating in startups with evolving priorities, shifting workflows, and high-growth environments
  • Flexibility for occasional on-call support or after-hours escalation coverage as needed
  • Bachelor’s degree preferred in Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experience

Benefits

  • 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

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