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.
• Perform basic troubleshooting (password resets, permissions, account updates, simple configuration changes).
• Gather full context to understand the issue and escalate when needed.

Documentation & Process Improvement

• Create and maintain documentation for recurring workflows and client-facing instructions.
• Write clear guides, FAQs, and help articles to reduce ticket volume.
• Document resolut...