Product Support Analyst (9 Month Fixed Term Contract)

The Product Support Team The Product Support team is responsible for supporting customers and internal users who work in our platform and may experience issues or need assistance. We are looking for someone who is passionate about providing excellent customer service, going the extra mile to resolve our customers' issues, and ensuring our SLAs are met. This role is based in Colombia, working Pacific Time hours, 9 am-6 pm PST/12 pm-9 pm Columbia time. You will triage tickets to understand the issue raised, escalate to the relevant team when necessary, and act as guardian of that issue through to completion. The role includes keeping stakeholders informed of progress at all stages, in line with internal and external SLAs. Strong problem-solving and technical skills will be required, along with collaboration with other departments as needed to achieve a quick resolution. To ensure we deliver the best customer service, it is important that you build strong working relationships with our customers and internal stakeholders. You are a strong team player with a collaborative approach, ensuring the customer is always at the heart of everything you do. At Zappi, we support customers worldwide. Platform Support colleagues are based in different time zones to provide a seamless service. You’ll need to be flexible with working patterns to ensure we can build strong relationships with our customers and colleagues.

Who we are hiring:

• You are fluent in English and Spanish
• You’ll have relevant experience working in a fast-paced technical support role and be comfortable working independently on multiple tickets simultaneously.
• You are experienced in working directly with customers via email and managing their expectations empathetically.
• You’ll have a good understanding of ticket management processes. You will ensure that all tickets are updated with relevant information and that stakeholders are regularly updated.
• You’ll be able to achieve SLA’s/KPIs whilst maintaining excellent attention to detail.
• You have great communication skills and are comfortable expressing yourself clearly in written and spoken English.
• You’ll have experience writing technical documentation as you will help maintain our team processes and help guides.
• You have experience with ticket systems, including platforms like Jira and Salesforce Service Cloud.
• You’ll be the type of person who frequently identifies areas and provides solutions to improve the way we work.
• You are highly responsive while maintaining attention to detail
• You are a real complete finisher who is analytical and proactive and who really takes ownership and accountability for their work.

Benefits

• Salary range 6600000 - 7000000 COP per month (inclusive of night hour surcharge) based on experience.
• Unlimited holidays – we want well-rested and motivated teams, so we encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year, plus national holidays
• One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Flexible working arrangements, including remote working
• Wellbeing benefits and access to trained therapists/counsellors
• Tailored personal development through training allowances, coaching, mentorship, and career frameworks

Why join us? We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet. Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here. We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities. Earning B Corp certification assures us we’re on the right track and that we have the structures in place to become the business we want to be. Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021! Zappi Company Culture Highlights

• Winner of Comparably's Award for Best Company for Women 2022
• Winner of Comparably's Award for Best Company Work-Life Balance 2022
• Winner of Comparably's Award for Best Company Compensation 2022
• Winner of Comparably's Award for Best CEO for Women 2022
• Winner of Comparably's Award for Best Company for Diversity 2022
• Winner of Comparably's Award for Best Company Culture 2022
• Winner of Comparably's Award for Best CEO 2022
• Winner of Comparably's Award for Best Happiness 2022
• Winner of Comparably's Award for Best Leadership Teams 2023
• Winner of Comparably's Award for Best CEOs for Diversity 2023
• Winner of Comparably's Award for Best Engineering Teams 2023
• Winner of Comparably's Award for Best Company Outlook 2023
• Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
• Recognised by Fast Company’s Best Workplaces for Innovators 2023
• Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards

Equal OpportunityZappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws. We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected. Apply To This Job