IT Client Support Associate

We are looking for an IT Client Support Associate who can deliver responsive, accurate, and friendly support for users of a SaaS platform. This role focuses on ticket handling, simple system changes, basic troubleshooting, documentation, and ensuring clients receive clear, timely, and reliable assistance. Key Responsibilities Client Support & Ticket Handling Serve as a primary contact for client inquiries via Jira, email, and phone. Manage, categorize, and resolve tickets with proper follow-up. Provide timely and accurate solutions to client issues, adhering to established SLAs (Service Level Agreements). Log all interactions and resolutions in the ticketing system. System Administration & Troubleshooting Perform basic system changes and configurations as needed. Troubleshoot technical issues reported by clients, escalating complex problems to senior team members. Assist in the maintenance and upkeep of client accounts within the SaaS platform. Documentation & Knowledge Base Contribute to the creation and maintenance of support documentation, including FAQs, user guides, and troubleshooting articles. Update the knowledge base with common issues and their resolutions. Collaboration & Communication Collaborate with other team members to improve support processes and client satisfaction. Communicate effectively with clients, providing clear and concise instructions. Follow up with clients to ensure their issues are resolved and they are satisfied with the support. Qualifications and Skills Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Ability to work independently and as part of a team. Proficiency in using ticketing systems (e.g., Jira). Basic understanding of SaaS platforms and web technologies. Experience in IT support or a related field is a plus. Benefits Competitive salary. Health, dental, and vision insurance. Paid time off. Professional development opportunities.